Claims Specialist

About Centricity

Centricity is a wholly owned subsidiary of Bankers Financial Corporation (BFC) and has been a leader in service and protection for over 35 years. We create and deliver comprehensive and customized programs across a range of products including service contracts, warranties, and contact center solutions.

We walk the walk: Centricity provides modern solutions in relatively old-school industries. That means we're open to finding new, exciting ways to do things. Our solutions are informed by respect for the day-to-day realities of growing a business.

We are obsessed with service: Everyone at Centricity is expected to deliver confident, patient customer service. No one is too important to take a support call. We recognize the importance of strengthening relationships at every touchpoint.

We're problem solvers: In every part of our business, we address challenges. We embrace a highly consultative approach, giving every problem - big or small - the attention it deserves. We approach issues with enthusiasm, not frustration.

Our Core values include:

Collaboration: working together is critical to achieving organizational goals.

Innovation: growth happens when we can absorb and implement new ideas that provide unique solutions and superior customer service.

Performance: we believe in providing our employees with the tools and support they need to grow, succeed, and make an impact.

Social Responsibility: we place charity and volunteer work at the core of our organization.

Trust: we build and maintain trust with our employees and clients by embodying integrity, transparency, and 'doing the right thing.'

Company Value Statements

In the performance of their respective tasks and duties, all employees are expected to demonstrate the following:

• Acting with the highest level of honesty, trust, character, and transparency.

• Making a unified effort to achieve the goals of the organization; embracing accountability for exceptional performance every day.

• Commitment to excellence in reaching our full potential as individuals and as an organization, surpassing the ordinary and the expectations of our stakeholders.

• Approaching every challenge with creative energy, discovering unique solutions to maximize success; focusing on creating and delivering compelling customer value.

• Belief in the power of a diverse workforce and in creating a positive impact on the environment and our community.

Summary/Objective

The Claims Specialist examines, adjudicates, and processes warranty claims based on the appropriate client terms and conditions and utilizing multiple claim systems. He/She reviews claims for completeness and determines if repair and/or reimbursement comply with established business policies and procedures in addition to effectively communicating claim outcomes to service providers and customers.

Essential Functions

• Receive emails and inbound calls from service providers and/or customers about service events. Verify contract information and adjudicate claims based on client-specific terms and conditions while following internal procedures.

• Respond to service centers, technicians, customers, and clients within prescribed timelines and approved formats.

• Research parts, product replacements, product failure, troubleshooting, and other information as pertains to claim review and resolution.

• Provide repair authorizations to service providers for repair within assigned Claim Specialist claim authorization limits.

• Ensure all files are accurately and articulately documented and all relevant claim information is captured as required.

• Review and respond to assigned Claims Inquiries within 1 business day and strive to resolve them within 2 business days. Review incoming claim requests from internal and external sources and process them accordingly.

• Maintain diplomacy and tact when communicating with customers, service centers, and clients. Escalate customer issues to management when necessary.

• Maintained call handling performance metrics for Average Speed of Answer, Service Level, Talk Time, and Quality Monitoring review.

• Perform other related duties as required.

Required Education and Experience

• High School Diploma or General Educational Development (GED) certificate.

• Previous customer service and/or 1 year of call center experience.

• Ability to maintain the highest level of confidentiality.

• Proficient personal computer skills, including Microsoft Office.

• Excellent interpersonal, written, and oral communication skills.

• Ability to work in a team-fostered environment.

• Ability to work in a multi-tasked environment.

• Ability to prioritize and organize work.

• Ability to adapt to a flexible schedule.

The preceding position description has been designed to indicate the general nature of the work performed; the level of knowledge and skills typically required; and the usual working conditions of this position. It is not designed to contain or be interpreted as a comprehensive, complete, or exclusive list of the duties of the position. Additional and different duties may be assigned from time to time. We are an E-Verify company.