Claims Support Specialist

The Claims Support Representative serves as the front line of our Auto Warranty Claims Call Center, assisting customers and repair facilities with questions related to contracts, coverage, claim status, and payments. This role requires strong communication skills, technical understanding, and attention to detail to deliver a positive experience and accurate information. This is a full-time, hourly, in-office position based in Jacksonville, FL.

Minimum Qualifications:

• High School diploma or equivalency.
• Proven customer support experience or experience as a client service representative.

Primary Job Functions:

• Manage a high volume of inbound calls from customers, dealers, and repair facilities regarding Auto Warranty claims and coverage questions.
• Review Auto Warranty contracts to verify eligibility for coverage, including checking terms, mileage limits, exclusions, waiting periods, and effective dates.
• Confirm financing and payment status to ensure the contract is active and valid before proceeding with claim actions.
• Read and interpret adjuster notes to understand claim status, required documentation, pending actions, and authorization details.
• Take action based on adjuster direction by updating claim files, requesting additional information, sending forms, or providing next steps to the caller.
• Provide clear and accurate explanations regarding what is and is not covered, based on contract language and claim findings.
• Offer timely claim status updates by reviewing claim notes, uploaded documents, and all relevant system information.
• Handle customer and dealer concerns professionally, offering solutions, setting clear expectations, and escalating when appropriate.
• Document all interactions and updates thoroughly in the claims system to ensure accurate and complete claim records.
• Follow all Auto Warranty claims procedures, communication standards, and regulatory guidelines.
• Meet expectations related to quality, documentation accuracy, call handling, and customer satisfaction.
• Participate in any projects, reports, documentation, tasks or objectives assigned

The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.

Skills & Competencies Required:

• Spanish fluency/Bilingual a plus.
• Intermediate knowledge of Windows-based computer programs.
• Exceptional customer service and communication skills.
• Strong phone contact handling skills and active listening.
• Customer Orientation and ability to adapt/respond to different types of characters.
• Ability to multi-task, prioritize, and manage time effectively.