APCO Holdings, LLC

Operations

• Oversee day-to-day operations of third-party administration acquisitions
• Champion continuous improvement mindset and propose innovative solutions
• Ensure compliance with all state and federal guidelines
• Lead, inspire and motivate the team to execute and track progress
• Build, develop, and lead team of direct reports

Director, Operations – 3rd Party Administration

Customer Support

• Provide Best-In-Class customer service to inbound coverage and/or general claims questions from customers (contract holders, dealers, agents, shops etc.)
• Handle a high volume of incoming calls within service metrics
• Answer customer questions, resolve issues or transfer call to the appropriate agent and/or department
• Update system with new or updated information
• Proactively communicate with key stakeholders (vehicle owner, repair facility, dealer, dealer consultant etc.) to ensure a best-in-class claims experience
• Ensure timely, accurate and consistent file documentation
• Monitor call queues and ensure agent availability through proper use of AUX codes
• Anticipate and meet all customer needs (internal and external)
• Embrace and support core values and a CI environment
• Other duties as assigned
• Reports to Manager, Escalations

Director, Operations – 3rd Party Administration

Customer Service Representative