Bilingual English/Spanish- Claims Customer Service Representative: GAP & Theft Claims

Job Description

Job DescriptionThe 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, we are looking for a Bilingual 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.
*This position prefers English/Spanish Fluency to communicate with our Spanish-speaking customer base effectively*
*Hybrid opportunity after training*
Work Schedule: Monday - Friday 8:30 am - 5:00 pm CSTTraining Schedule: Monday - Friday 10:30 am - 7:00pm CST
Hybrid Schedule: Weeks 3–8 (Through Month 2): Eligible for up to 1 remote day/week (4 days in-office, Mon–Thurs)Weeks 9–26 (Through Month 6): Eligible for up to 2 remote days/week (3 days in-office, Mon–Thurs)After 6 Months: Eligible for standard 3 remote days/week (2 days in-office, Mon–Thurs), subject to KPI review

Compensation: Starting base pay $ $19.00 - $21.00 per hour depending on experience. Exceptional Benefits package!Phone Calls and 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 Management:

• 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 Skills, Knowledge, 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.

Protective’s targeted compensation for this position is $19.00 - 21.00 hourly. 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 eric.hess@protective.com. 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.