Customer Service Representative - Accidents/Automobile Leasing

Auto Trakk had been in operation since 2001 as a consumer finance company specializing in used vehicle leasing, providing access to reliable transportation for individuals with moderate to severe credit issues through franchised and independent automobile dealers across 13 states.

Auto Trakk currently has an opening for an Accident Servicing Representative (ASR I) to join our Accidents and Recovery Team. This full-time entry-level position oversees the insurance claim process and maintains contact with all involved parties to ensure damaged vehicles are repaired to roadworthy condition when possible and processes vehicles deemed a total loss to minimize company losses. The ASR interacts with customers, insurance companies, impounds, and auto repair facilities to ensure that all processes or needed repairs are completed within time-frame standards. Work is done from a remote (work-from-home) location that is quiet, free from distractions, and equipped with a reliable high-speed internet connection.

Bi-lingual candidates fluent in Spanish are highly desired, but all qualified applicants will be considered.

The duties and responsibilities of an Accident Servicing Representative include:

• Facilitating the processing of Total Loss claims,
• Overseeing the accident claim process until repairs are completed and the vehicle is back in the customer’s possession,
• Filing lienholder claims and Insurance Commission complaints and completing appropriate follow-up.
• Conferring with customers, insurance companies, impounds and repair facilities by telephone, email, text, or chat to obtain details concerning accidents involving Auto Trakk’s vehicles,
• Obtaining accident reports and ISO search to help determine the party responsible for claim/repair payment,
• Following up with assigned accident accounts and updating account notes and internally tracking documents with relevant information,
• Managing and maintaining a portfolio of Auto Trakk vehicles that have been damaged or are not currently in the customer’s possession,
• Researching and investigating accident information received from customers or other Auto Trakk employees and determining actions necessary to resolve the current situation,
• Coordinating with Accounting to process invoices and payments to repair facilities, and
• Functioning as a liaison between Auto Trakk and our Creditors Place Insurance Administrator for the processing of claims,

The schedule for this full-time position is based on a 40-hour work week, generally Monday-Friday 8:30 AM-5:00 PM (ET), but other hours may be required during Auto Trakk's hour of operation based on business needs. Hours of operation are Monday - Friday 8:30 AM-7:00 PM (ET) and Saturday 9:00 AM-2:00 PM (ET).

Compensation & Benefits

Auto Trakk offers a compensation package with competitive starting wage. Employees enjoy the following benefits after 60 days of employment, fully paid by Auto Trakk:

• A Medical/Prescription (Rx) coverage plan,
• Short-term disability insurance,
• An Employee Assistance Program for your household.
• $10,000 of Life and AD&D insurance, and

At one year of service, employees may begin contributions to a 401(k) plan with a company match. Additional group benefits including dental, vision, additional Life & AD&D, critical illness, accident, and Long-term disability insurance are available for purchase at the established premiums. Medical/Rx, Life & AD&D, dental and vision insurance may also be purchased for a spouse and/or child(ren) at the plan designated premiums.

• Ability to communicate effectively both verbally and in writing, which requires knowledge of the structure and content of the English language.
• Knowledge of principles and processes for providing excellent customer service.
• Prior experience with automobile insurance or accident claims is preferred.
• Reliable high-speed internet connection.
• High school diploma or equivalent (GED).
• If bilingual, ability to communicate effectively verbally over the phone in Spanish.
• Must reside in the Eastern or Central time zones.
• Ability to type 30 words per minute using a keyboard.
• Ability to use a multi-line phone system to speak with and listen to people on inbound and outbound calls with the use of a headset.
• Ability to operate and use a computer to perform all functions of the position, including document management software, web-based applications, and use of Microsoft Office Suite including Word (word processing), Excel (spreadsheets), Outlook (email), and Teams (video conferencing).