Job Title: Content Customer Service Representative- Strongly Preferred- Bilingual (Spanish/English) or (French/English)

Location: Remote; US-GA-Atlanta or CAN-ON-Mississauga

Class will start on Monday, June 27, 2022

Content Customer Service Representatives (CCSRs) provide excellent call center support for high volume incoming claim inquiry calls from leasing companies, dealers, agents, customers, and other internal / external parties. CCSRs are also responsible for ingesting, classifying, matching and extracting metadata from documents, email and faxes into the company document management system.

CCSRs are responsible for storage, cataloging and retrieval of documents. CAs maintain business documents that are used to substantiate claims, contracts and payments of goods and services, and can become legal documents to ensure company compliance to internal and external policies and procedures. CCSRs ensure the integrity of working documents and update documentation when revised.

CCSRs maintain document queues for workflow exceptions and resolve document data issues. CCSRs are required to train clients and employees on efficient system usage. They are also responsible for document security, for assigning access, and for removing and destroying obsolete documents according to corporate policy all while maintaining call service levels, and quality assurance. The responsibilities may include but not limited to:

• Handle incoming / outbound calls from external customers related to claim processing issues and the reporting of losses.
• Identify, classify and disposition documents or other electronic content according to predefined characteristics such as applicable functional support, applicable business process, claim support, and metadata requirements.
• Responsible for customizing the document management system to "Learn" characteristics of documents and required metadata elements
• Operate data capture technology to import digitized documents into document management system.
• Administer document and system access rights and revision control to ensure security of system and integrity of master documents.
• Analyze, interpret, or disseminate system and process performance data.
• Collect and maintain files to the latest revision level to facilitate and control the work flow and compliance processes
• Assist in determining document management processes and procedures to facilitate accurate, efficient, legal, and secure access to electronic content.
• Assist in the development of document or content classification taxonomies to facilitate information capture, search, storage and retrieval.
• Assist with needs assessments to identify document management requirements of departments or end users.
• Timely distribution of latest revision level documentation to all appropriate users and ensure that obsolete documentation is removed from distribution and appropriately stored in accordance with corporate policy.
• Maintain a computer database of all filed documentation that ensures fast retrieval of documents

Qualifications:

• High School Diploma or equivalent combination of education and experience required. College degree preferred; Minimum of three years' experience in customer service, insurance claims, call/claims center environment. Equivalent combination of education and experience may be considered.
• Minimum of one years' experience in document processing (insurance industry preferred)
• Must have strong computer skills and the ability to troubleshoot and service policy issues.
• Must have a high level of interpersonal skills to handle sensitive and confidential situations. Position continually requires demonstrated poise, tact and diplomacy
• Must be proficient in Windows and MS-Office Products (Excel, Word,) Adobe Acrobat
• Strong analytical and problem-solving skills. Superior verbal/written skills and communications skills.
• Strong interpersonal skills essential.
• Ability to understand claims adjudication process.
• Sound knowledge base and experience with GAP or personal auto claims
• Skills in analyzing, interpreting, synthesizing, prioritizing, and reporting pertinent information; research and investigative abilities.
• Commitment to professional and personal growth and development; commitment to continuous improvement
• Team-oriented work style; attention to detail and accuracy; effective time management and organization skills.
• Preferred: Bilingual with the ability to read, write and speak BOTH English and Spanish/ English and French in a business setting.

About Safe-Guard Products International

Safe-Guard Products International is the leading provider of branded vehicle protection products in the finance and insurance space to the automotive, RV, marine and motorcycle/powersports industries. We are a proud partner to Original Equipment Manufacturers (OEMs), top retailers, and independent agents across the United States and Canada. In nearly thirty years, we have grown to power a client roster of over 50 leading protection brands and protect over 16 million consumers under Safe-Guard contracts. Our success is driven by over 700 employees, who serve over 12,000 dealers and support contract holders across the U.S. and Canada.

Safe-Guard continues to experience dynamic growth and has earned a stellar reputation from our clients, dealers, and peers by providing: 1) the highest quality protection products in the industry, 2) a broad platform of branded product, technology, marketing, and training solutions, and 3) an unwavering commitment to uncomplicated care and customer service.

EOE Statement

Safe-Guard Products International is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, disability or protected veteran status, or any other status or characteristic protected by federal, state, or local law.