Bilingual Automotive Customer Service Representative

At this time, we are looking for a Bilingual Automotive Customer Service Representative (GAP & Theft Claims Administrator I) who will provide support to our claims team by handling a large volume of claims calls and emails, opening new claims, thoroughly and accurately collecting, and reviewing all claim documents, verifying all requirements have been met, and providing claim status updates. GAP & Theft Claims Administrator I will provide exceptional customer service, carry out key administrative duties, and perform other related functions as assigned by management.

The preferred requirements for this role are English/Spanish fluency to communicate with Portfolio's Spanish-speaking customer base effectively.

Hybrid work opportunity eligibility once 6-month onsite training has been successfully completed. This is not a Remote work opportunity. Applicants who are out of state or who are not within reasonable commuting distance from Portfolio's Farmers Branch, TX office will not be considered for an interview.

• Training Schedule: Monday - Thursday (onsite) and Friday (WFH),10:30 am - 7:00 pm CST.
• Regular Schedule, following training: Monday - Friday, 7:00 am - 4:00 pm CST.
• Regular Hybrid Schedule following training: 2 Days WFH will be decided by the Supervisor after completion of training.

Compensation: Starting Pay is $19.00 - $21.00 per hour depending on experience. Exceptional Benefits package!

Phone Calls & Customer Service:

• Strive to uphold Core Values of Serving People, Building Trust, Improving Continuously, and Embracing Innovation & Change.
• Answer incoming claims calls, identify key information about the customer’s contract, and answer questions related to coverage.
• Communicate new claims instructions and/or provide claim forms.
• Make outbound calls to collect documents from lienholders, insurance companies, or dealers, when special assistance is required.
• Review and respond to incoming emails within the same business date of receipt with a target of 1-business hour from receipt.
• 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 GAP & Theft Claims Supervisor with various projects.

Claims Administration:

• Maintain all new claims, assigned to you and/or your teammates, which includes reviewing and checking in files, updating checklist based on specifications which include, legibility of files, content, new or used vehicle, underwriter, state, etc., updating required fields: date of loss, mileage at the date of loss, type of loss, customer’s address, email, and phone number, updating both online status comments and claim notes, sending courtesy notice and customer checklist.
• Notify management if any escalated attorney, department of insurance, or equivalent files are received.

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-1's 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 65 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:

• This position prefers English/Spanish Fluency to effectively communicate with our Spanish-speaking customer base
• Bachelor’s degree OR equivalent work experience (see below)
• 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, insurance, or auto financing industry. Proven ability to multi-task and handle interruptions.

Work Environment and Physical Requirements:

• Normal office environment
• Ability to frequently sit for long periods of time.
• Ability to occasionally walk, stand and reach with hands and arms, stoop, kneel or crouch.
• Ability to constantly hear and talk, both in person and by phone
• Ability to grasp objects such as a telephone or computer mouse, finger dexterity to use a keyboard, calculator, and standard office equipment.
• Ability to spend extended hours in front of a computer screen and use close vision, distant vision, depth perception and adjust focus.
• Ability to lift at least 20 pounds.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.