Claims Adjudication Specialist

Position Title: Claims Adjudication Specialist

Employee Status:Hourly/Non-Exempt

Reports To:Call Center Supervisor

Location:North Richland Hills, TX

Who you are:

You are as passionate about company culture and values as we are. You want to put all of your strengths and talents to work, not just to support products and warranties, but to positively impact our customers and partners. You value the "bigger picture,” and you pursue self-awareness and emotional intelligence. You want to be coached and develop new skills while offering your unique perspective and expertise to advance the mission of ProtectAll & HealthySleep.

Our Mission: To provide the highest quality, most innovative, consumer-centric productsand services in the industry.

Why you want to work here:

• We offer competitive compensation
• Medical, Dental, Vision, and Supplemental benefits
• 401(k) Retirement Plan with up to a 3% match
• Paid time off
• Floater day
• Company paid holidays
• Community volunteer opportunities
• Hybrid schedule (after initial training period)
• Intentional career mapping for employee advancement

What you’ll do:

ProtectAll has an immediate opening for a Claims Adjudication Specialist to join our call center team. The position is responsible for answering various calls including new claims, claims status, and dealer and technician inquiries. You will communicate with consumers through different mediums such as phone calls, email, or online chat. You get to serve as a liaison, provide claims and service information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

Responsibilities:

• Handle inbound calls with efficiency and accuracy
• Provide accurate, valid, and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution
• Demonstrate a passion for exceptional customer service and first-call resolution
• Quickly develop a rapport with the consumer over the phone by having a professional and friendly attitude
• Possess a working knowledge of our protection plans' terms and conditions to better assist customers
• Explain the status of claims, determine the appropriate follow-up action, and process for completion of the claim
• Analyze and resolve complex consumer inquiries in a timely manner
• Provide customers with specific instructions on cleaning and maintenance of furniture and/or the ability to offer alternate suggestions to assist in claim resolution
• Use strong decision-making and analytical abilities
• Ensure thorough and accurate responses to customer’s inquiries
• Compose grammatically correct correspondence through various channels
• Have thorough knowledge of the interdepartmental communication and escalation process
• Maintain department adherence to schedule and utilization goals
• Maintain a positive, empathetic, and professional attitude toward customers and team members at all times
• Other duties and responsibilities as assigned by management

What you bring:

• High school diploma or equivalent; some college coursework preferred
• 2+ years customer service experience
• Excellent telephone etiquette
• Strong spoken and written communication skills
• Computer and technology literacy including Microsoft Office and ability to learn industry-specifc software
• Ability to multi-task while maintaining great attention to detail
• Superb organization and follow-up skills
• Problem-solving, conflict resolution, and negotiation abilities
• Previous claims processing experience

• Bilingual (English & Spanish) preferred, not required
• Employment contingent on successful completion of a background check and drug test

Work Environment & Schedule: 

This role works in a high volume, inbound call center. The Protection Service Center Hours are from 9:00 a.m. until 8:00 p.m. Monday – Saturday (multiple shifts). The noise level in the environment is moderate and the role requires significant multi-tasking. During the initial training and nesting period, employee will be required to be on-site at North Richland Hills headquarters from 8:00-5:00. After the first 90 days, the employee will be reviewed and if they are meeting company metrics and expectations, may have the option to transition into a hybrid schedule.

Who we are:

At ProtectAll & HealthySleep, we are industry leaders in protection plans and top of bed products. We are changing the way people buy and use their furniture, mattresses, appliances, electronics, and much more. At ProtectAll, we know "oops" happens, so we help consumers protect their investments and provide exceptional customer service when things do break. Everything we do at ProtectAll is designed around the customer, so they can get back to enjoying their lives - and their purchases - without the hassle of traditional warranties.

We believe ProtectAll is an extension of our partners' brand. We work together to optimize the plans our clients want to offer, then deliver an exceptional experience to their customers — because they’re our customers, too. Through our state-of-the-art training systems, we don't just teach you how to process claims, we teach you how to support customers too. We make protection plans simple by providing superior support, easy-to-use customer portals, and a robust system that provides transparency into the entire lifecycle of the product, claim, and customer experience.

We're proud of our robust history, with 30+ years of experience, over 10 million customers served, and providing products to over 2,500 retail locations we're no strangers to the service industry. We know the intentional company culture that we cultivate spills over to our partners and positively impacts all of our employees.

At ProtectAll, we are passionate and intentional about our Core Values and seek committed individuals who pursue the same:

• Honesty and Integrity
• Do what is right and fair
• Treat ALL people with respect
• Exceed our customers' expectations
• Be a great place to work
• Give back

*Note
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship. ProtectAll does not discriminate in employment opportunities or practices on the basis of race, color, sex, national origin, age, disability, or any other characteristic protected by law as it applies to businesses.

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