- Negotiate with claimants or their attorneys.; liaise with Soapy Joe's counsel as needed.
- Settle claims and set reserves; file all official paperwork.
- Estimates cost of treatment or compensation for vehicle damage, bodily injury and other
- Analyze and interpret incidents, follow-up with no-fault parties, and manage claims process to ensure efficient resolution within POS, CRM and CX platforms.
- Interview, collect and document information from various people such as Soapy Joe's employees, claimants, insurance, and attorneys.
- Conduct general Customer Experience account management, such as adjusting member accounts, billing, and credit information using a POS and/or CRM system.
- Deliver personalized customer interactions via phone, chat, email, social and review platforms that are courteous and demonstrate superb knowledge of car wash operations, incidents and claims, insurance billing, repairs and related legal requirements.
- Handle live phone-based customer inquiries that are both incident and non-incident related in a high-volume call center environment, while maintaining service level agreements.
- Be the main point of contact for all incident escalations both over the phone and via email. This includes overcoming objections relating to incident outcome, billing, or other sensitive account concerns.
- Maintain best-in-class communication standards. Compose email replies to unique customer scenarios demonstrating excellent communication skills, ensuring spelling, grammar and punctuation are accurate.
- Work with customer's insurance to determine incident liability. This includes providing verbal or written statements to insurance, scheduling and hosting viewings of footage and processing subrogation paperwork when needed.
- Act as the subject matter expert on incidents and claims, and assist Agents as needed to determine claim outcomes.
- Provide a second opinion on incident outcomes when needed.
- Ensure all incidents are processed in a timely matter; oversee Agents' daily incident activity.
- Maintain strict adherence to all processes and procedures.
- Explain complex incident scenarios to a variety of audiences including MIT (Managers in Training).
- Contribute to building of Customer Experience scripts, macros and training.
- Escalate customer issues to management and provide value by trend-spotting issues.
- Participate in Customer Experience, Marketing, and Operations projects to achieve desired membership retention results.
- Vendor Management:
- Source and maintain a diverse vendor list to fulfill incident needs such as collision, paint, parts, rentals, towing, etc.
- Audit and maintain systems controlling approvals, payment, authorizations, etc.
- Technology:
- Provide guidance on new and emerging technologies relating to incident processing
- Coordinate technology projects relating to incidents such as electronic claims handling, app-based assistance, website plug-ins, etc.
- Video footage review and storage:
- Review car wash camera footage to determine incident inquiry and claim outcomes, with significant decision-making responsibility governing approvals and denials.
- Ensure footage relating to incidents is stored consistently, and accessible as needed by multiple outside parties.
- Lead incident video archiving activities and maintain all related systems in coordination with Ops.
- Maintain fluent technical knowledge of at-car wash camera systems, parts, maintenance, etc.
- Reporting and Record-keeping
- Process paperwork relating to incidents and claims including settlement agreements, subrogation paperwork and payments.
- Create and maintain detailed documentation of incident-related costs and site expenses.
- Develop, Analyze and Maintain monthly reporting on incident approvals, denials, and coding of activity.
- Consistently and accurately track customer dispositions and satisfaction in designated systems.
- Create documentation of claims and incidents, definitions, workflows and keep up-to-date.
- Bachelor's Degree in Business, Marketing or other relevant field required.
- 8+ years customer service experience, with a minimum of 5-years managerial experience in a similar call-center role required.
- 5+ years hands-on experience and expert-level aptitude with CRMs or customer service software and databases (such as Zendesk, Salesforce, Microsoft Dynamics, Sugar, Hubspot, or similar)
- Passionate about ensuring a positive customer experience
- Excellent communication skills, both written and verbal
- Proven experience in coaching, developing and scaling teams
- Strong people and process management experience
- Proven experience in resolving customer complaints
- Knowledge of legal documentation such as promotional Terms and Conditions, membership agreements and liability preferred
- Ability to work a flexible schedule 7am-9pm including weekends when needed
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Claims Adjuster - San Francisco, United States - Soapy Joe's Group, Inc.
Description
Job Type
Full-time
Description
The Claims Adjuster will serve as the in-house expert on car wash claims and incident handling. They will ensure all member and customer service inquiries via phone, chat, social media and email and responded to in a timely matter. The Claims Adjuster will provide daily guidance to Customer Experience Agents relating to incidents. The Claims Adjuster will be accountable for maintaining SLAs, daily problem solving, escalation handling, and directly contributing to customer satisfaction levels. The Claims Adjuster will also coordinate incident logistics ranging from vendor management, to reporting and budgeting, to record-keeping and legal documentation.
KEY RESPONSIBILITIES
Determines coverage and liability.
WHAT YOU'LL NEED:
