Escalation Agent

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Job Title Escalations Agent (hybrid)

Location: US-GA-Atlanta (Sandy Springs)

FLSA: Non-exempt

#LI-hybrid

Job Overview:

Provides support to agents, clients, and customers by adjudicating claims, providing claim’s status, and resolving escalated customer/dealer issues. Communicates effectively with all levels of the organizations. In executing the duties of the role, Escalations Agents will ensure the proper documentation, adjudicate per the terms and conditions of the contract, utilizing available resources, and meet schedule expectations informing management of any changes.

Job Responsibilities:

• Handles claims related inquiries per work schedule performing within defined metrics.
• May have to order an inspection when claim is over a certain amount or possible fraud.
• Follows proper claims procedures as outlined in training and feedback provided by QA or Supervisor.
• Extensive knowledge of all T+W contracts
• Master understanding of clients, agents, and contract terms and conditions.
• Understand Exceptions based upon dealership, agent, or client.
• Support other team members in assisting customers when situation requires involvement.
• Escalates “Hot Issues” to team lead, supervisor, or managers when unable to resolve satisfactorily.
• Notify Supervisor of any claims in which possible fraud is suspected.
• Participates in all training as required to perform the duties of the role.
• Takes initiative to resolve an issue rather than allow an issue to continue.
• Performs other related duties as required and/or assigned.
• Saturday Rotation
• Must be able to work a flexible schedule

The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.

Job Requirements:

• High School Diploma or equivalent combination of education and experience required. College degree preferred.
• Minimum of three years’ experience in customer service, insurance claims, call/claims center environment. Experience within Automotive Industry preferred.
• Must be employed with Safe-Guard for 1 year
• Must have strong computer skills and the ability to troubleshoot and service policy issues.
• Must be proficient in Windows and MS-Office Products.
• Strong analytical and problem-solving skills. Superior verbal/written skills and communications skills.
• Good punctuation, spelling, mathematical, grammar and attention to detail a must.
• Strong interpersonal skills essential. Exercises sound judgment when interacting with customers.

Company Benefits:

• Medical, Dental, and Vision Insurance
• Flexible Spending Account
• Health Savings Account
• 401(k) Plan with Company Match
• Company-paid Short-Term and Long-Term Disability
• Company-paid Life Insurance
• Paid Holidays and Vacation
• Employee Referral Program
• Employee Assistance Program
• Wellness Programs
• Paid Community Service Opportunities
• Tuition Reimbursement
• Ongoing Training & Personal Development
• And More!

About Safe-Guard Products International:

Safe-Guard serves Original Equipment Manufacturers (OEMs), top retailers, and independent agents in the automotive finance and insurance industry with the leading Protection Products Platform. Our platform delivers innovative protection products and solutions that protect consumers from the perils of ownership, while providing Finance &Insurance professionals the tools to ignite scalable and sustainable business growth. Safe-Guard’s success is driven by over 850 employees, who serve more than 12,000 dealers and support contract holders across the U.S. and Canada.

For 30 years and counting, our team continues to transform the motor vehicle space, earning a stellar reputation from our partners and peers by providing: 1) the highest quality protection products in the industry, 2) a broad platform of branded product, technology, marketing, and training solutions, and 3) an unwavering commitment to uncomplicated care and customer service.

Safe-Guard Products International is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, disability or protected veteran status, or any other status or characteristic protected by federal, state, or local law.