AUTOMOTIVE CLAIMS REPRESENTATIVE BILINGUAL

Automotive Claims Representative (Bilingual English/Spanish) Contact Center Position Summary ESP I's Pre-Approval Technical Service Representative handles inbound contacts (phone and network) from Ford and Lincoln dealers (F/L), independent auto repair facilities, and customers to provide information and pre-approval for auto repairs in support of Ford Motor Company's extended service contract.
Duties and Responsibilities · Receive inbound contacts (calls and network) from F/L dealers, competitive brand dealers, or independent repair shops regarding extended service contract coverage and provide claims adjudication based on contract terms and contact handling processes.
· Through the use of technology and writing, he listens to callers' requests and provides appropriate levels of authorization in a professional and efficient manner.
· Receive incoming calls from contract holders to verify contract coverage or review claims participation issues · Verify that the cause of the failure is covered by the service contract by using probing questions.
· Identify when a requested repair is covered by another warranty, service contract, inadequate prior repair, or pre-existing condition.
· Ask probing questions to get all the pertinent information about the claim.
· Use network-based automotive technical information to verify that repair procedures, labor time allocations, and parts pricing are consistent with recommended repairs and contract coverage.
· Request additional information from the repair shop (digital photographs, technical scale, or physical inspection) when automotive knowledge indicates that the recommended repair may not be covered by the contract.
· Effectively negotiate parts pricing and labor allocations when needed · Communicate professional and grammatically correct verbal responses to customer concerns and queries.
· Correctly record all customer contacts in the appropriate contact system, to enable an accurate historical view of a customer's contacts with the CRC.
· Identify and convey areas for improvement within the program and CRC to the team leader.
· Escalate, as appropriate, identified customer inquiries and concerns.
· Meet or exceed all program-specific performance metrics.
· Continuously improve call handling skills, systems awareness, and communication skills, thereby improving customer satisfaction and service level results.
· Support and maintain a positive work environment that fosters team performance through one's own work and behavior.
· Be receptive to feedback on performance and work to improve your own skills.
· Help identify and resolve conflicts with sensitivity and tact.
· Work on activities and/or projects as requested by the team leader/management.
Education · High school diploma or equivalent · Automotive technical degree from a university or technical/vocational school or equivalent industry experience.
preferably Experience · Minimum 2-3 years of customer service experience.
· Basic automotive technical skills are required.
· • Minimum 1 year of recent experience as an automotive technician in a powertrain or body/chassis/electrical diagnostic and repair role or equivalent training (preferred) Skills · Required English Language Skills.
o Written.
Highly required o Verbal.
Highly required · Ability to analyze repair shop claims information to determine contract coverage.
· Ability to speak confidently about extended service commercial products and the pre-approval process.
· Ability to use web-based technical service information to complete the claims adjudication process.
· Excellent negotiation skills and consultative approach.
· Establish rapport and give an impression of knowledge and courtesy to the caller.
· Excellent interpersonal skills in a team environment.
· Communicate and articulate effectively both verbally and in writing.
· Strong working knowledge of the Internet, computers, and software (MS Office products, Internet Explorer, etc.) · Flexibility and adaptability in a fast-paced environment.
· Ability to exercise independent judgment and decision-making.
· Reasoning and logical thinking skills.
Nivel de educación deseada.
Superior - trunco Nivel de experiencia deseada.
Nivel Medio Habilidades.
Mecanica Automotriz