Technical Specialist at MSX International

DUTIES AND RESPONSIBILITIES

•  Responsible for the technical review and approval of claims over R5, 000.00
• Ability to analyze repair shop claim information to determine contract coverage.
• Ability to speak confidently about extended service business products and prior approval process.
• Ability to utilize web based technical service information to complete the claim adjudication process.
• Ability to exercise independent judgment and decision making.
• Interface with ESB Managers for responsible countries as necessary for claim exception handling, policy clarifications and recommendations, and supporting marketing materials.
• Communicate professional, grammatically correct verbal responses to customer concerns and inquiries.
• Escalate, as appropriate, identified customer inquiries and concerns.
• Meet or exceed all program specific performance metrics.
• Continuously improve call handling skills, systems knowledge, and communications skills, thus, enhancing customer satisfaction and service level results.
• Support and sustain a positive work environment that fosters team performance through own work and behavior.
• Be receptive to performance feedback and work on improving own skills.
• Work on activities and/or projects as requested by Team Leader/Management.
• Responsible for data and claim analytics improvements.
• Ensure accuracy of analytical and data mining results to confirm financial impact.
• Participate in meetings to provide technical aspects of claim processing.
• Ensure technical procedures are documented and consistently utilized by all front-line employees.
   
• Provide dealer technical claims training when required.
• Support the ESB Cost Control Manager with assistance as needed.
• Occasional local travel will be required to meet with dealers, suppliers for audit and training as per management request.

EDUCATION AND EXPERIENCE

• Grade 12 or equivalent
• Minimum 3 year of customer service
• Minimum 1-year recent experience in automotive industry or insurance claims experience
   

SKILLS

• Excellent negotiation skills and consultative approach
• Establish rapport and portray a knowledgeable and courteous impression to the caller
• Excellent interpersonal skills in a team environment
• Communicate and articulate in an effective manner both verbally and written
• Strong working knowledge of the Internet, computers, and software (MS Office products, Internet Explorer, etc.)
• Flexibility and adaptability in a fast-paced environment
• Reasoning ability and logical thinking