Do you excel under pressure? Strive to meet all your customer needs and take pride in meeting them? A critical thinker, self-directed and able to juggle many tasks at once?
Were looking for someone responsible for maintaining a professional relationship with many customers ranging from dealership, OEM personnel and retail customers. Tasks include but are not limited to:
- claims review/processing
-inbound/outbound phone support
-mail and email processing.
This role requires a proactive person that exhibits strong leadership skills and acts as a good corporate team player working closely with other internal departments to ensure program success. The role further requires flexibility in work schedule and task assignments including the ability to manage multiple deliverables at one time. The position requires a self-motivated employee with excellent communication skills that can self manage and work well in both an independent and team environment. This person will work closely under the direction of Management to ensure a fully efficient and effective product delivery.
Specific Responsibilities:
-Receive inbound calls and/or requests from dealerships, regions, clients and other external contacts
-Respond to customer concerns via email and phone using professionalism, problem solving skills and exemplary customer service second to none!
-Access and update secured or sensitive data in internal and external databases
-Maintains professional relationships with customers and business partners (both internal and external)
-Processes, approves or denies claims in accordance with OEM program guidelines
-Ability to keep all Personally Identifiable Information (PII) secured at all times
-Tracks the status of claim documentation received and processed
-Provides information, data, and direction as required
-Requires an understanding of the program, process and client requirements; database understanding and on-line access
-Escalates appropriate problems to Team Manager
-Performs follow-up on existing claims and closes claim as appropriate
-Performs tasks as requested by manager
-Able to navigate computer programs through multiple screens.
-Understands and applies policies and procedures associated within the department
-Required to meet specific performance standards
-May perform some outbound follow up as required
-Reads and researches relevant materials and resources to stay current with program knowledge
-Able to complete detailed report proofing in a timely manner
-Performs general administrative duties of the department
-This position requires strict adherence to the company tardiness and absenteeism policy
This position is required to maintain a high level of confidentiality in all duties Additional Responsibilities
Accurate proofing and approval of internal and external data and reports.
Identify and appropriately escalate concerns with recommendation for resolution.
Analytical ability to review information for quality verification.
Problem solving and appropriate escalation/communication.
Maintain and work within deliverable dates and timelines.
Seek out opportunities to leverage best practices to meet requirements in an efficient and effective manner.
Develop and maintain relationship with I/T, PM and Client.
Research client inquiries as appropriate.
Create work instructions/process flows.
Work with IT on file maintenance issues.
Work independently with little or no direction to complete tasks.
Flexibility in schedule to proactively accommodate shift in business needs without advanced notice.
Schedule could vary based on program need.
Provide daily leadership, guidance/assistance and support to department personnel.
Any additional duties as assigned by Management.
Country: USA, State: Michigan, City: Farmington Hills, Company: Aditya Birla Minacs.
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