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External Position Job Title: Call Center Representative
Internal Position Job Title: Claims Support Specialist
Location: Greenville, SC – Onsite 5 days a week.
FLSA: Non-exempt
Start Date: 8/11/2025
Shift Time: 11-8 pm
Job Overview:
The Claim Support Specialist acts as a key front-line representative, responsible for delivering high-quality service through a high volume of inbound calls. This position provides support to agents, clients, and customers by adjudicating claims, providing claims status, and resolving or escalating customer issues. This role requires the ability to manage a variety of complex call types, de-escalate concerns effectively, and maintain accurate documentation while meeting service level and quality standards.
Job Responsibilities:
- Handle 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 of the phone call and transmits claim form 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 denial letter to customer and copies dealership if necessary
- Send missing information letter to customer if document is missing and copies Dealership if necessary
- Notate the system
- Adhere to Quality Assurance Guidelines
- Prior to sending checks out, must ensure premium is first received from Dealership
- Performs other duties as assigned by the Claims Center Manager or Team Lead
- PDR handling
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.
