Call Center Representative

Call Center Representative

This position provides support to agents, clients, and customers by adjudicating claims, providing claims status, and resolving or escalating customer issues. Communicate effectively with all levels of the organizations. In executing the duties of the role, claims adjuster will ensure the proper documentation, adjudicate per the terms and conditions of the contract, utilizing available resources, and meet schedule expectations informing management of any changes.

Job Responsibilities:

• Handle claims related calls per work schedule performing within defined metrics
• Order inspection when applicable
• Follow proper claims procedures as outlined in training and feedback provided by QA or Supervisor
• Master understanding of clients, agents, and contract terms and conditions
• Understand exceptions based upon dealership, agent, or client as noted in system
• Escalate issues to team lead, supervisor, or managers when unable to de-escalate
• Notify Supervisor when possible fraud is suspected
• Participate in all training as required to perform the duties of the role
• Keep record of the phone call and transmits claim form to Dealership or Repair Facility
• Drive the status of the claim within the Safe-Guard system
• Receive documentation and organize by claim number
• Order an appraisal when claim is over threshold amount or possible fraud
• Send denial letter to customer and copies dealership if necessary
• Send missing information letter to customer if document is missing and copies Dealership if necessary
• Notate the system
• Adhere to Quality Assurance Guidelines
• Prior to sending checks out, must ensure premium is first received from Dealership
• Performs other duties as assigned by the Claims Center Manager or Team Lead
• PDR handling

Job Requirements:

• High School Diploma or equivalent combination of education and experience required. College degree preferred.
• Minimum 3 years of experience in customer service, insurance claims, call/claims center environment. Equivalent combination of education and experience may be considered.
• Strong computer skills and the ability to troubleshoot and service policy issues
• Strong interpersonal, analytical and problem-solving skills. Superior verbal/written skills and communications skills.
• Ability to exercise sound judgment when interacting with customers and vendors
• Attention to detail and ability to handle complex situations
• Proficient in Windows and MS-Office Products (Outlook, Word, PowerPoint & Excel)
• High attention to detail, good punctuation, spelling, mathematical, grammar, analyze complex-detailed reports
• Must be authorized to work in the U.S
• Must be able to successfully pass a background check

Job Preferences:

• Experience within Automotive Industry preferred
• Preferred - two years of experience in a high-volume Call Center
• Preferred - two years of experience in automotive insurance or warranty claims
• Preferred - one year of experience with in an automotive repair or tech role
• Preferred: Bilingual or Trilingual with the ability to read, write and speak English and French in a business setting

About Safe-Guard Products International:

Safe-Guard serves Original Equipment Manufacturers (OEMs), top retailers, and independent agents in the automotive finance and insurance industry with the leading Protection Products Platform. Our platform delivers innovative protection products and solutions that protect consumers from the perils of ownership, while providing Finance &Insurance professionals the tools to ignite scalable and sustainable business growth. Safe-Guard's success is driven by over 850 employees, who serve more than 12,000 dealers and support contract holders across the U.S. and Canada.

For 30 years and counting, our team continues to transform the motor vehicle space, earning a stellar reputation from our partners and peers by providing: 1) the highest quality protection products in the industry, 2) a broad platform of branded product, technology, marketing, and training solutions, and 3) an unwavering commitment to uncomplicated care and customer service.

Safe-Guard Products International is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, disability or protected veteran status, or any other status or characteristic protected by federal, state, or local law.