External Job Title: Bi-lingual Customer Support Representative- Spanish
Internal Job Title: Claims Support Specialist
Location: US – SC – Greenville – Onsite
FLSA: Non-exempt
Shift Times: 11-8
Class Start Date: 9/8/2025
Job Responsibilities:
- Handling claims related calls per work schedule performing within defined metrics
- Order inspection when applicable
- Follow proper claims procedures as outlined in training and feedback provided by QA or Supervisor
- Master understanding of clients, agents, and contract terms and conditions
- Understand exceptions based upon dealership, agent, or client as noted in system
- Escalate issues to team lead, supervisor, or managers when unable to de-escalate
- Notify Supervisor when possible fraud is suspected
- Participate in all training as required to perform the duties of the role
- Keep record phone calls and transmit claim forms to Dealership or Repair Facility
- Drive the status of the claim within the Safe-Guard system
- Receive documentation and organize by claim number
- Order an appraisal when claim is over threshold amount or possible fraud
- Send letters to customers and copy dealership if necessary
- Send missing information letters to customers if documents are missing and copy Dealership if necessary
- Notate the system
- Adhere to Quality Assurance Guidelines
- Ensure premium is first received from Dealership before issuing checks
The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.
