Insurance Account Specialist - SPOC

US-OK-Oklahoma City
1 month ago
Job ID
143007
# Positions
2
Category
Administrative/Clerical
Division
OKC - Technology Center

General Responsibilities

Key Result Areas:

  • Handle inquires from insurance adjusters as well as operations.
  • Specialists are required to maintain full knowledge of the insurance partner’s program and ensure agreed upon Rental Management requirements are maintained and carried out.
  • Report any system issues to a lead or supervisor
  • Maintain departmental production standards on a daily basis.
  • Pass all quality audits within scope of departmental standards.
  • Must be capable of handling billing inquiries, deposit, reservations, location and rental policy for insurance replacement (HLES) rentals, and ASAP as applicable
  • Work with insurance adjusters to arrange a rental car for their policyholders
  • Respond to customer issues via Phone, email and instant message. Must have good written skills.
  • Escalate service failures to licensee owners, Area and General managers as well as upper management up to and including the Vice President of Off Airport Operations and Executive Vice President of Sales
  • Reset HIRS Passwords
  • Adjust Billing in GAR when applicable.
  • Communicate with management personnel from different areas including Operations management, National Account Managers and OKC management
  • Make decisions on the spot to promote the account.
  • Educate counters, licensees, adjusters and sales of policy/procedure for handling Insurance Replacement and Rental management for the respective accounts.
  • Handle any and all calls, emails and instant messages. This may require researching, bringing in other areas like Billing, HCM or FNOL and follow-up contacts in order to resolve.
  • Will work in multiple email boxes.
  • Use any and all resources to resolve customer / adjuster issues.
  • Assist Insurance companies with issues involving catastrophe situations (different billing, systems, and situation.
  • Requires a high degree of flexibility. Policies and procedures for account handling can occur with little notice. And coverage can be needed with little notice.
  • Other duties as assigned.

 

Mandatory Requirements

Educational Background

  • High School Diploma or GED

Professional Experience:

  • Keyboarding experience a must
  • Alphanumeric data entry 6,000 ksph
  • Excellent verbal and written communication skills
  • Working knowledge of Microsoft Office (Excel and Word)
  • Must be able to work varied shifts based on business need
  • Excellent analytical and decision making skills
  • Excellent organizational skills and have the ability to meet critical deadlines while handling multiple tasks
  • Must be a self-starter, quick learner and a demonstrated ability to work well with others
  • Strong commitment to customer servic

Knowledge:

  • Microsoft office
  • GAR, ASAP, Carrent, HLES, HIRMS, CRN, CCC, Filenet, JayWalk, EDI, EDI Licensee, HIRS,
  • Lotus Notes
  • Internet (research options for locations, alternate transportation etc...)
  • Access Database (for input)

Skills:

  • Passion for Customer service
  • Communication
  • Empathy

Preferred Requirements

Hertz is a Drug-Free Workplace.  All offers are contingent on successful completion of drug and background screening.

 

EEO/AA: Females/Minorities/Disabled/Vets

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