Claims Support Associate

1 week ago

Greenville, South Carolina, United States Safe-Guard Products International, LLC Full time
Job Title: Claims Support Associate

Location: Onsite position

FLSA: Non-exempt

Position Overview:

The Claims Support Associate plays a crucial role in assisting agents, clients, and customers by processing claims, providing updates on claim statuses, and addressing or escalating customer inquiries. This role requires meticulous documentation, adherence to contract terms, and effective communication with management regarding any changes in circumstances.

Key Responsibilities:
  • Manage incoming claims-related calls in accordance with the established work schedule while meeting performance metrics.
  • Initiate inspections when necessary.
  • Adhere to claims protocols as detailed in training and feedback from Quality Assurance or Supervisors.
  • Develop a comprehensive understanding of clients, agents, and the specific terms of contracts.
  • Recognize exceptions based on dealership, agent, or client notes in the system.
  • Escalate unresolved issues to team leads, supervisors, or managers.
  • Alert Supervisors of any suspected fraudulent activities.
  • Engage in all required training to fulfill job responsibilities effectively.
  • Document phone interactions and transmit claim forms to relevant parties.
  • Monitor the progress of claims within the designated system.
  • Organize received documentation by claim number.
  • Request appraisals for claims exceeding set thresholds or suspected fraud.
  • Communicate with customers through letters and copy dealerships when necessary.
  • Send notifications to customers regarding missing documentation and copy dealerships as required.
  • Maintain accurate system notations.
  • Comply with Quality Assurance standards.
  • Ensure premiums are collected from dealerships prior to issuing payments.
The above responsibilities are intended to provide a general overview of the role and should not be interpreted as an exhaustive list of duties.

Qualifications:
  • High School Diploma or equivalent.
  • 1-2 years of experience in customer service, insurance claims, or call center environments.
  • Proficient in computer skills with the ability to troubleshoot policy issues.
  • Strong analytical, interpersonal, and problem-solving abilities.
  • Excellent verbal and written communication skills.
  • Ability to exercise sound judgment in interactions with customers and vendors.
  • Detail-oriented with the capacity to manage complex situations.
  • Proficient in Windows and MS Office Suite (Outlook, Word, PowerPoint, Excel).
  • Strong attention to detail, attendance, and proficiency in spelling, mathematics, and grammar.
  • Ability to analyze detailed reports.
  • Must be authorized to work in the U.S.
  • Must successfully pass a background check.
Please note that the company has a mandatory training and introductory period. During this time, it is essential for new team members to adhere to training schedules and attendance requirements, as this period is critical for successful onboarding.

Preferred Qualifications:
  • Experience in the Automotive Industry.
  • College degree.
  • 2+ years of experience in a high-volume call center.
  • 2+ years of experience in automotive insurance or warranty claims.
  • 1+ year of experience in an automotive repair or technical role.
  • Bilingual or trilingual candidates with proficiency in English and French and/or Spanish in a business context.
Company Benefits:
  • Medical, Dental, and Vision Insurance.
  • Flexible Spending Account.
  • Health Savings Account.
  • 401(k) Plan with Company Match.
  • Company-paid Short-Term and Long-Term Disability.
  • Company-paid Life Insurance.
  • Paid Holidays and Vacation.
  • Employee Referral Program.
  • Employee Assistance Program.
  • Wellness Programs.
  • Paid Community Service Opportunities.
  • Tuition Reimbursement.
  • Ongoing Training & Personal Development.
  • And More.
About Safe-Guard Products International:

Safe-Guard Products International is a leading provider of branded vehicle protection products in the finance and insurance sector, serving the automotive, RV, marine, and motorcycle/powersports industries. We partner with Original Equipment Manufacturers (OEMs), top retailers, and independent agents across North America. With nearly three decades of experience, we have built a client roster of over 50 leading protection brands, safeguarding over 16 million consumers under our contracts. Our success is fueled by a dedicated team of over 700 employees who support more than 12,000 dealers and contract holders throughout the U.S. and Canada.

Safe-Guard is committed to delivering high-quality protection products, a comprehensive range of branded solutions, and exceptional customer service.

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