Your Assignment at a Glance Provide superior customer service in phone conversations, written correspondences, follow-up activities, and coordination of job responsibilities.
Process payments for approved claims in accordance with company policies and established service level agreements.
Verify payment amounts, payee information, claim identifiers, vehicle details and required supporting documentation prior to payment issuance.
Research and resolve payment discrepancies, returned payments, duplicate payments, overpayments and coordinate appropriate resolution.
Serve as a primary contact for dealerships, repair facilities, vendors, customers, and agents regarding payment-related concerns.
Handle escalated inbound and outbound payment related inquiries from dealerships, customers, agents, and business partners, including delayed, missing, or discrepant payments and payment status requests. Accurately document all interactions, research findings, and resolutions within designated systems.
Communicate payment status updates clearly and professionally to internal and external stakeholders.
Partner with Claims, Operations, Accounting, Customer Service, and vendor partners to resolve complex payment issues.
Support payment reconciliations, audit requests, and financial control activities.
Monitor payment queues and workload to ensure timely and accurate processing.
Identify opportunities to improve payment processes and enhance the customer experience.
Deliver exceptional customer service while handling escalated payment-related inquiries.
Utilize active listening, empathy, and problem-solving skills to de-escalate challenging situations, resolve payment concerns, and maintain positive relationships while meeting established service and quality standards.
Key Performance Indicators (KPIs) Payment processing accuracy
Payment turnaround time
Average handle time (AHT)
Call quality scores
Call adherence and attendance
Customer and dealer satisfaction
Productivity and workload management
What We Need From You High school diploma or general education degree (GED)
One to two years related experience and/or training.
Prior automotive/dealership, or similar industry experience highly preferred.
Physical And Environmental Requirements The physical requirements described here are representative of those that must be met by a Contractor to successfully perform the essential functions of the job. While performing the duties of the job, the Contractor is required on a daily basis to analyze and interpret data, communicate, and remain in a stationary position for a significant amount of the work day and frequently access, input, and retrieve information from the computer and other office productivity devices. The Contractor is regularly required to move about the office and around the corporate campus. The Contractor must frequently move up to 10 pounds and occasionally move up to 25 pounds.
Travel Requirements 10%
If you have a disability and would like to request an accommodation, please contact us at TalentAcquisition@friedkin.com. We celebrate diversity and are committed to creating an inclusive environment.
This position is for a contract role with The Friedkin Group. As a contractor, you will play an essential role in supporting our business needs while bringing your expertise and skills to our team. Contractors are engaged for a defined period and assignment. Contractors are not employees of The Friedkin Group, and as such, they are not eligible for company-sponsored benefits, including health insurance, paid time off, or retirement plans.
