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About the role
Key responsibilities & impact- Determine covered failures by reviewing vehicle service agreements, interpreting policy coverage, and researching facts across automobiles, recreational vehicles, and power sports
- Determine the need for inspections
- Provide claim adjudication and problem resolution in the VPS Contact Center
- Respond to and resolve client and customer issues through inbound and outbound calls, email, fax, and chat
- Ensure customer and client requests receive timely responses and meaningful solutions
- Gain and maintain in-depth knowledge of VPS products, clients, systems, and applications
- Ensure compliance with ISO, SOX, PCI, applicable audits, and contractual obligations
- Adjust and document claims according to departmental standards, applicable laws, policy provisions, and Department of Insurance regulations
- Process claims accurately by reviewing contracts and web-based applications, resolving complex issues, and escalating matters when necessary
- Adjudicate claims by working with repair facilities, inspection and parts vendors, and other resources
- Document claim denial or authorization reasons and quote policy language to the appropriate parties
- Participate in training programs, quality assessments, and personal performance management planning
Requirements
What you’ll need- High school diploma or GED
- 2 years of customer service and automotive experience (e.g., technician, service writer, parts specialist)
- 2 years of computer experience using multiple windows and applications
- Ability to quickly adapt to change and recognize process improvement opportunities
- Ability to work independently and in a team setting
- Ability to process time-sensitive data and information from multiple sources, including mainframe systems
- Ability to make decisions based on data and communicate required actions to a broad audience
- Ability to collaborate with others to generate ideas or resolve problems
- Excellent written and verbal communication skills
- Ability to work with frequent interruptions and under deadlines
- Ability to present a professional image
- Ability to establish courses of action for efficient completion of work
- Ability to think creatively and make decisions based on incomplete information
- Proficiency in computer navigation and Microsoft Office 2003 or later
- Proficiency in Microsoft Windows XP or later
- If bilingual, ability to speak, read, and write Spanish fluently
Benefits
Comp & perks- Medical benefits begin on your first day
- Competitive compensation
- Paid time off
- Career advancement opportunities
- Training programs and quality assessment standards
- Professional development through personal performance management plans