Florida Claim Customer Service Representative

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Hourly

Job Description:

Claim Customer Service Representative – The Auto Club Group

Reports To:

Claim Supervisor

What you will do:

The Auto Club Group is seeking a Florida Claim Customer Service Representative who will be responsible for taking first notice of loss, handling claim inquiries, initiating claim services and handling low-complexity, one-touch claims in a call center  this position, you will have the opportunity to :

Identify non-complex claims for one-touch claim adjudication upon intake.

Determine the type and extent of loss and ensures the claim is consistent with all reported facts.

Review necessary legal and police/fire reports to process claims as necessary.

Interpret policy language and applies coverage to authorize or deny claims.

Initiate services, authorizes, and resolve issues related to services such as car rental and vehicle repairs and non-complex homeowner claims (e.g., food spoilage).Initiate and create payments, settles, or recommend settlement value of claims within specified limits.

Identify additional claim exposures and create sub-claims as necessary.

Refer files for investigation as warranted.

Inform insured of coverage decision on claims within defined scope.

Respond to claimant inquiries and explains payments.

Document claim files.

Review the status of open and closed reserves and makes adjustments consistent with exposures.

Identify claims for salvage and subrogation potential in accordance to company policy.

Close claims in a timely manner.

Ensure compliance with state regulations.

Handles inbound claim inquiries received via phone, the ACG website and other sources.

Explain the benefits of company programs to customers, and initiates services, such as arranging for repair inspections, vehicle tows and car rental.

Provide basic information to members regarding claims procedures in accordance with Customer Interaction Model.

Promote customer satisfaction and provide seamless service to ensure customer service goals and standards are met.

Navigate through various sources of information and claim processing systems (E.g., FACTS, CPS, Point of Sale, IPM insurance systems, Intranet/Internet, and manuals).Respond to members/customers questions in a timely manner.

With our powerful brand and the mentoring, we offer, you will find your position as a Florida Claim Customer Service Representative can lead to a rewarding career at our growing organization.

How you will benefit:

Our Auto Club Group Claim Customer Service Representative earns a competitive hourly rate of $20.28 - $ 23.00 to start along with the opportunity for an annual company bonus incentive.

Excellent and comprehensive benefits packages are just another reason to work for the Auto Club Group. Benefits include:401k Match Medical Dental Vision PTOPaid Holidays Tuition Reimbursement We’re looking for candidates who: (Preferred/Required Qualifications)
Education (include minimum education and any licensing/certifications):

High School Diploma or equivalent

Completion of AAA approved call center training program, appropriate level ACG Claim Representative Training program and ongoing training and certification for the position

Must have an active Florida State Adjuster License

Experience:

Processing information and handling claim inquiries utilizing PCs and software packages (e.g. ACG claim systems, Microsoft Word, Excel)
Reading and comprehending various Customer Care service tools (manuals, work models, etc.)Performing mathematical calculations including adding, subtracting, percentages, etc.

Analyzing and resolving problemsA claim related field such as insurance, automotive, medical or legal servicesA call center environment

Utilizing ACG automated systems

Investigating and resolving claims related problems

Handling claims or claim support tasks such as processing glass claims, car rentals, invoice payments, etc.

Knowledge and

Skills:

Knowledge of:

Claim processing policy and procedures

General claim processing functions

Claim processing systems

Telephone etiquetteACG insurance processes and procedures

Auto and home repair basics and cost estimating

State insurance laws Regulatory compliance requirements

Property and casualty insurance policy language and provisions

Claims quality service standards

Liability, negligence, No-Fault principles and subrogation

Ability to provide a high level of customer service :

Strong interpersonal skills demonstrated through work experience, participation in extra-curricular activities and/or community involvement

Strong communication skills required in understanding customers’ concerns and to provide high-quality customer service as demonstrated through the effective use of the customer care call center model

Excellent verbal communication skills service

Strong written communications skills (example may be required at time of interview) needed to respond in a professional manner to…