At Portfolio, we pride ourselves on our responsive, innovative, efficient, and sincere service standards (R.I.S.E).

We are seeking dedicated professionals who are passionate about delivering exceptional service and making a difference in the claims process.

In addition to offering a hybrid work schedule, Portfolio offers a comprehensive benefits package:

• Paid Company Holidays
• Paid Time Off
• Health/Dental, Visions Insurance
• Life Insurance & Short-Term Disability
• Tuition Reimbursement
• Referral Bonus
• 401(k)
• Additional associate perks

If you're ready to be part of a dynamic team that values integrity and excellence, apply today and help us redefine the claims experience! Join Our Team at Portfolio!

As a Bilingual Automotive Claims Customer Service Specialist, you'll play a crucial role in protecting the interests of the administration company by following the guidelines of each contract Portfolio administers while providing knowledge to the customers and dealers.

Compensation:

• $21.00 - $22.00 per hour.  Commensurate with experience. Comprehensive Benefits Package!

Work schedule:

• Schedule: Monday-Friday, 8:30 am - 5:00 pm PST.
• Training Schedule: Monday - Friday, 8:30 am - 5:00 pm PST.

Hybrid Schedule: (Based on Performance & Expectations) Subject to change based on business needs

• Our office is located in Lake Forest, CA, and must report to the office every day for the first two weeks.
• 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
• In Office days to be determined

Job Summary & Objective:

The Bilingual Automotive Claims Customer Service Specialist (Jr. GAP & Theft Claims Administrator) will provide support to our claims department by handling a large volume of GAP claims calls, which includes providing claim statuses, communicating processes, sending claim forms/procedure sheets, notices, and updating claim status notes. Processing/distributing incoming and outgoing claim documents, opening/assigning new claims, responding to emails, which includes managing general claims email boxes. Perform related functions as assigned. Jr. GAP & Theft Claims Administrator will provide exceptional customer service, carry out key administrative duties, and perform other related functions as assigned by management.

*Bilingual, English/Spanish Fluency is required*

*Call Center, Customer Service, or Claims Processing experience is highly desirable*

*Dealership or Service Background Experience Highly Preferred*

Essential Functions:

Phone Calls & Customer Service:

• Strives to uphold Core Values of Serving People, Building Trust, Improving Continuously, and Embracing Innovation & Change
• Identifies key information about the customer’s contract and answers questions related to coverage and status. If further assistance is necessary, route them to the appropriate personnel for additional assistance
• Communicates new claims instructions and/or provides claim forms
• Provides simple claims web navigation support
• Returns after hours voicemail messages and/or distributes them to their intended recipients, first thing every morning, and timely during business hours if messages are received
• Places outgoing follow-up calls to customers and lenders as needed
• Responds to all emails sent directly to you within the same business day of receipt
• Works independently & proactively
• Provides administrative support to GAP department which may include drafting letters, checking-in received documents, and additional administrative tasks

Email/Document Distribution and Organization:

• Distributes and sorts incoming claims e-faxes, locates corresponding claims, and places e-faxes into the pending documents sections
• Responds to emails from the general claims’ inbox, locates corresponding claim, and places files into pending document sections when applicable
• Opens all incoming claims mail, locates corresponding claim, scans/saves onto shared drive, and places the file into the pending documents sections, and maintains file retention policies
• Opens new claims, upon receipt of new claim documents, verifying customer and vehicle matches, and date of loss; assign claims to GAP Claims Administrators
• Sends/Mails Final & Closing Notices
• Notifies management if any escalated attorney, department of insurance, or equivalent files are received

Claims Quality Control:

• Maintains a minimum a 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:

• Supports other teams
• Cross-trains to gain basic knowledge of other departments within our organization
• Shares ideas that may help with organizational productivity

Education and Qualification Requirements:

• 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
• Bilingual in English/Spanish

Preferred Skills and Experience:

• Knowledge and experience within the automotive, insurance, or auto financing industry
• Proven ability to multitask and handle interruptions
• 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 athe bility 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

Work Environment and Physical Requirements:

• Vision acuity required to include close vision, color vision, distant vision, and the ability to adjust focus
• Ability to grasp objects such as a telephone or computer mouse, finger dexterity to use a keyboard, calculator, and standard office equipment
• Ability to walk, stand, reach with hands and arms; stoop, kneel, crouch, and lift up to 25 pounds
• Ability to frequently sit for long periods of time
• Ability to hear and talk, both in person and by phone
• Ability to spend extended hours in front of a computer screen