SUMMARY
This position works under general supervision while conducting customer service activities to receive, process, analyze, and resolve household goods cargo, property, and inconvenience claims and claim-related matters filed by our customers. This position represents the company to outsiders and works with service providers, drivers, and crews to correctly determine liability assessments.
ESSENTIAL DUTIES AND RESPONSIBILITIES
include, but are not limited to, the following. Other duties may be assigned.
Adjudicate claims in the KPI-specified time frames and CWT.
Register claims into the IMIS system including all shipment and claim activity.
Request and evaluate the documentation concerning shipments provided by all service providers involved in the claim.
Use judgment and analyze information to provide a superior level of customer service when applying guidelines and rules.
Track all activity and record conversations in the IMIS/IVUE systems
Arrange damage inspections and/or repairs with qualified service vendors.
- Initiate and follow up with tracing actions for missing items.
Determine carrier and service provider liability and charge accordingly.
Process service provider rebuttals to claim liability assessments with logical well-thought-out out answers within the prescribed timeframe.
Update Claim Offers and settlements in DPS (Defense Property System).
Update all Claim Excel Sheets required on TEAMS or Shared Drive as needed.
Prepare claim settlement offers in a written format and submit them to the customer within the prescribed time allotted, while trying to consistently reduce the overall number of outstanding claims and amount spent.
Give prompt professional assistance and direction to customer requests in person, by telephone, email, text, or mail to influence the customer and resolve the claim.
Make prompt Phone Calls to complete all the touch points needed for Claim Processing to create a positive response to the Claims Survey Score on BVS 2.0.
SUPERVISORY RESPONSIBILITIES
None
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
SPECIAL SKILLS AND ABILITIES
- Minimum requirement in Microsoft Word, Excel, and PowerPoint of Beginner Level.
- Ability to communicate in a professional manner
- Ability to develop working relationships with
repair firms, military claims offices, insurance representatives, and other carriers
.
EDU