Customer Service Representative

5 days ago

Fort Worth, United States KYYBA Full time
Job DescriptionJob Description

The main duties of the Specialist are to provide superior customer phone support and to serve as a liaison between our customers and the Insurance Companies, Office of the General Counsel (OGC), Attorney network, and vendors. Duties include one, or more, of the following:
1. Review, processes and follow up on Total Loss Insurance claims with the customer and various Insurance companies in the following ways:
a. Handle inbound and outbound calls from customers and insurance companies to resolve an insurance claim.
b. Review evaluation reports sent from the insurance company to ensure the settlement amount aligns with the MSRP.
c. Work with the customer and their Insurance Company to obtain the payoff of the vehicle.
d. Negotiate the amount paid out by the Insurance Company if necessary.
e. Review and explain to the customer the balances not paid out by their Insurance Company or GAP provider.
2. Process customer, attorney and trustee requests as they relate to bankruptcy by:
a. Handling phone calls pertaining to new bankruptcy filings, processing voluntary payments by the customer or trustee, and resolving any issues with the account.
b. Responding to emails, processing internal system tasks, reviewing cases from the attorney network or vendor, and completing requests from internal departments.
c. Properly code accounts with the appropriate bankruptcy status in a timely manner.
3. Manage a queue of assigned accounts
4. Review and process accounts that are Impound/Seized to ensure our collateral is secured and protected.
5. Work with customers who are active military to check and verify eligibility; provide instructions on how to return their vehicle if necessary, and properly code the account.
6. Work with the family members and/or estate to verify and process options relating to a deceased customer’s account.
7. Maintain corporate standards and compliance requirements.
8. The candidate must possess the ability to work both independently and within a team environment.
9. Successful candidates will demonstrate a high attention to detail.
10. H.S. diploma or GED required. Bachelor’s Degree is preferred with 1-2 years’ experience in Customer Service and/or Collections environment.
11. Previous Insurance claim and/or Bankruptcy experience is a plus.

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