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.

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

Work Arrangement:
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.

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

Essential Functions:

Customer Service & Claims Adjudication:

• 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.

Processing Claim Payments/Reimbursements:

• 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.

Claims Quality Control:

• 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.

Be a Team Player with Other Departments:

• Support other teams.
• Cross-train to gain basic knowledge of other departments within our organization.
• Share ideas that may help with organizational productivity.

Required Knowledge, Skills, and Abilities:

• Reliable and punctual
• Keeps a positive attitude and remains cool under stress
• Plan, organize, prioritize, and complete projects and assignments in a timely manner
• Detail-oriented, accurate, and highly organized
• Displays pride in work
• Active listener with the ability to adapt/respond to various types of personalities
• Receptive to coaching and development
• Interact effectively with associates, management, and internal and external customers
• Superior communication skills, both written and verbal
• Demonstrate that you can solve customer problems using creative and effective techniques
• Maintain confidentiality of sensitive company information and use judgment and tact in applying policies, solving problems, and communicating standards
• Operate computer hardware and software, including Microsoft Office Suite, and specialized software applications
• Ability to type at least 40 wpm + Strong 10-key
• Strong mathematical aptitude
• Operate a calculator and related office equipment
• Proven ability to multi-task and handle interruptions
• Ability to work flexible hours

Required Education and Experience:

• Bachelor's degree or equivalent work experience (see below)
• Bilingual in English/Spanish
• 2+ years of clerical/administrative experience
• 2+ years of customer service experience
• 2+ years of call center experience

Preferred Skills:

• Knowledge and experience within the automotive or insurance industry

Work Environment and Physical Requirements:

• Vision acuity is required to include close vision, color vision, distant vision, and the ability to adjust focus.
• Ability to grasp objects such as a telephone or computer mouse, finger dexterity to use a keyboard, calculator, and standard office equipment
• Ability to walk, stand, reach with hands and arms; stoop kneel, crouch, and lift up to 25 pounds.
• Ability to frequently sit for long periods of time.
• Ability to hear and talk, both in person and by phone.
• Ability to spend extended hours in front of a computer screen

$20 - $21.50 an hour

Protective's targeted compensation for this position is $20.00 - $21.00 hourly, non - exempt. Actual salaries may vary depending on factors, including but not limited to, job location, skills, and experience. The range listed is just one component of Protective's total compensation package for employees. This position also offers additional incentive opportunities through an annual incentive based on individual and Company performance.


Employee Benefits:

We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). The financial health of our employees is just as important as physical and emotional health. Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective's platform to improve wellbeing while earning cash rewards.


Eligibility for certain benefits may vary by position in accordance with the terms of the Company's benefit plans.

Accommodations for Applicants with a Disability :

If you require an accommodation to complete the application and recruitment process due to a disability, please email [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.

Please note that the above email is solely for individuals with disabilities requesting an accommodation. General employment questions should not be sent through this process.

We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.