Technical Service Representative II

Technical Service Representative II

At Percepta, we bring first-class service across each market we support. As a Technical Service Representative II in Melbourne, Florida, you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. The claims payment analyst is responsible for the overall handling (reviewing, approving, and denying) of participating dealerships. Claims are received through a variety of sources.

What You'll Be Doing

• Review claims received in assigned sort groups via Company's claim payment system (OWS) to determine if claim meets policy guidelines.
• If all policy guidelines are met, the Claims Analyst is responsible for paying the claim to the dealer.
• If claim fails to meet policy, communicate the rationale for why a claim will be denied or adjusted to the dealership.
• Analyze claims that require manual payment to determine eligibility.
• Exercise sound judgment in balancing policy and dealer satisfaction when making determination to pay or reject.
• Recognize system issues and forward to OWS team or leadership for system correction.
• Analyze various claims reports to determine if claims are valid. Communicate any claim charge backs to dealer based on business rules.
• Assist the hotline with questions and concerns regarding program guidelines.
• Provide backup support to Prior Approval operations when needed.
• Identify process improvements and best practices as needed.
• Complete additional tasks and projects as assigned.

What You Bring to the Role

• High School diploma or equivalent required. Some college coursework desired.
• Mechanical automotive background required.
• Familiarity with OASIS and ACESII is desired, but not required.
• Excellent time management skills/organizational skills.
• Excellent written and verbal communication skills.
• Effective analytical and problem-solving skills.
• Attention to detail is required.
• Displays professionalism and a positive attitude.
• Ability to effectively communicate with customers, managers, and coworkers.
• Ability to multitask and prioritize assignments.

About Percepta

Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients. Our values are the heartbeat of our organization, and we live, breath and play by them every day. As a Percepta team member, you can expect:

• Culture of Service - to be treated like you are the customer from day one
• Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions
• Respect – a team that is accountable, dependable and gives you their full attention
• Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization
• Career Growth - lots of learning opportunities for aspiring minds
• Diversity - be a part of our growing diverse and community-minded organization that is all about having fun!
• Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.