Bilingual Auto Repair Customer Service Representative; Jr. Protection Claims Adjuster

The work we do has an impact on millions of lives, and you can be a part of it. We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.

At this time, a Bilingual Auto Repair Customer Service Representative (Jr. Protection Claims Adjuster) is needed to provide support to our Protection Claims Adjusters and handle a large volume of Protection claim calls, which includes providing claim statuses, communicating processes, sending claim forms/procedure sheets, and notices, updating claim status notes. Processing/distributing incoming and outgoing claim documents, opening/adjudicating new claims, and responding to emails which includes managing general claims email boxes.

Perform related functions as assigned.

Monday through Friday, 8:30 a.m. to 5:00 p.m. PST

The Jr. Protection Claims Adjuster position follows a hybrid work schedule. Employees will work from home on Tuesday, Thursday, and Friday, and onsite at the Strongsville, Ohio office on Monday and Wednesday.

Initial training will be conducted onsite at the Strongsville, Ohio office, Monday through Thursday.

• Strive to uphold Core Values of Serving People, Building Trust, Improving Continuously, and Embracing Innovation & Change
• Return after‑hours voicemail messages and/or distribute them to their intended recipients, first thing every morning and timely during business hours if messages are received
• Distribute and sort incoming claims e‑faxes, locate corresponding claims, and place e‑faxes into the pending documents sections
• Respond to emails from the general claims inbox, locate corresponding claims, and place files into pending document sections when applicable
• Notify management if any escalated attorney, department of insurance, or equivalent files are received
• Open all incoming claims mail, locate corresponding claims, scan/save onto shared drive, place the file into the pending documents sections, and maintain file retention policies
• Answer incoming claims calls, identify key information about the customer’s contract, and answer questions related to coverage
• Place outbound claims calls and communicate follow‑up information as needed
• Communicate new claims instructions and/or provide claim forms
• Review incoming claim documents assigned to you and/or your teammates
• Review and respond to incoming emails and text messages within the same business date of receipt with a target of 1‑business hour from receipt
• Gather any additional information needed, such as pictures or ordering inspections, prior to authorizing claims
• Ensure 100% of all authorized claims are approved by the appropriate parties, prior to authorization
• Adjudicate claims, in accordance with the applicable agreement terms and state requirements and provide authorization within 1 business hour of receipt if no additional information is required
• Ensure all claim handling and communication are handled within our desired metrics
• Provide simple claims web navigation support
• Maintain professional and technical knowledge
• Work independently & proactively
• Assist the Protection Claims Supervisor with various projects

• Accurately calculate claim payments in accordance with the applicable agreement terms and state requirements
• Upon receipt of final invoices/repair orders, verify all required information has been provided, verify the name, and address of the payee, and enter payments into our operating system
• Utilize and promote US Bank Credit Card for most claims’ reimbursements

• Maintain a minimum score of Job Well Done on the monthly Key Objectives, which includes the following screening: file audits, calls, new claim handling, attendance, and actively participating in monthly 1‑on‑1s and coaching and development plans

• Support other teams
• Cross‑train to gain basic knowledge of other departments within our organization
• Share…