Client Resolution Coordinator

Job Summary
The Client Resolution Coordinator is responsible for documentation, negotiation, settlement, and recovery of unaccompanied baggage and household goods claims in accordance with established program criteria.

Primary Objectives

• Timely, accurate, and complete execution of assigned responsibilities.
• Accurate, timely, and thorough entry of records in proprietary systems.
• Identification and resolution of discrepancies using appropriate reporting tools and within required timeframes.
• Effective communication and collaboration with service members, vendors, and Transportation Service Providers (TSP).

Duties and Responsibilities

• Maintain department KPIs and accuracy ratings as defined by the department.
• Enter voucher payable and shipment information and updates into various computer systems.
• Contact inspectors and repair companies as needed.
• Authorize repairs, replacement, or cash settlement as required.
• Negotiate fair and equitable settlements with service members as needed.
• Subrogate charges to responsible parties upon client resolution settlement with service members.
• Receive and process finalized files in the event of subrogation.
• Prepare invoices for claims management services, Transportation Service Providers, and insurance companies.
• Review claim charge backs for assigned business units.
• Issue credit memos to customers as required.
• Assists in clearing collections issues such as credit memos, debit memos, and short pays.
• Research, resolve, and correct or escalate discrepancies.
• Receive and respond to customer calls and correspondence, provide excellent service, and escalate concerns as needed.
• Prepare, review, and distribute reports as directed.
• Maintain timely contact with customers, agents and TSPs.
• Update schedule, logs, and tasks daily.
• Other duties as assigned.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

• High school diploma or equivalent (HSED) required

Work Experience

• 2 years of related experience in a similar or related industry required

Required Knowledge, Skills and Abilities

• Understanding of claims resolution standards and best practices.
• Strong quantitative, analytical thinking, and problem solving skills.
• Strong data entry skills with a typing speed of 35 WPM.
• Excellent verbal and written communication skills.
• Ability to perform basic math calculations including multiplication and percentages.
• Ability to work as an individual contributor and as a valued participant in a team based environment.
• Demonstrated ability to maintain confidentiality with tact and discretion.
• Excellent customer service skills with the ability to develop effective professional relationships.
• Strong organizational and attention to detail skills.
• Demonstrated proficiency with Microsoft Office products at the following levels: • Word, Outlook: Basic level • Excel: Intermediate level

Competencies

• Delivers Results Rigorously drives self and others to achieve high levels of individual and organization performance.
• Focuses on the Customer & Market Continuously evaluates what is important to the customer/client and develops products or solutions that exceed expectations.
• Makes Sound Business Decisions Makes timely and well-informed decisions that advance critical priorities, capitalize on new opportunities, and resolve problems.
• Practices our Values Supports and models The Pasha Way; conduct reflects Excellence, Honesty, Integrity, Innovation and Teamwork.

PHYSICAL DEMANDS, WORK ENVIRONMENT, AND TRAVEL
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Hear and speak with sufficient clarity to understand and engage in telephonic information exchange; hear and understand verbal instructions; give and receive information verbally in person or via communication device - Often
• Walk/travel within office environment, crouch/bend to access floor-level storage - Often
• Use hands/fingers to operate office equipment, type/complete data input, write - Often
• Reach with hands, arms; lift, move and manipulate objects weighing up to 20 pounds - Regularly
• Sight sufficient to read instructions, documents, and screen-based information - Often
• Use hands/fingers to manipulate and file documents, folders, small objects - Regularly

Working Environment
This role requires work that may involve the following environmental conditions:

• Corporate office environment

Screening Requirements
Background Checks

Must be fully vaccinated against COVID-19, except as prohibited by law.
The information included in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive or exhaustive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

The salary range listed is based on the geographic zone associated with this role: Reno, NV. If you are applying to work from a different location, the salary range may vary to align with the cost of labor and market conditions in that area. For applicants from other zones, we encourage you to reach out to us to confirm the relevant salary range for your specific location. Starting pay will be determined by job-related factors including experience, education, and business needs and may be modified at any time.

Zone 3: Starting rate $21.00; up to $22.00 for highly qualified candidates