Bilingual Auto Repair Customer Service Representative – Junior Protection Claims Adjuster

Protective Life

Bilingual Auto Repair Customer Service Representative managing Protection claim calls and assisting Claims Adjusters. Responsible for claim status communication, document processing, and customer support.

Posted 5/10/2026full-timeLake Forest • California • 🇺🇸 United StatesJunior💰 $20 - $22 per hourWebsite

About the role

Key responsibilities & impact

Provide support to our Protection Claims Adjusters and handle a large volume of Protection claim calls, which includes providing claim statuses, communicating processes, sending claim forms/procedure sheets, and notices, updating claim status notes.
Processing/distributing incoming and outgoing claim documents, opening/adjudicating new claims, and responding to emails which includes managing general claims email boxes.
Return after-hours voicemail messages and/or distribute them to their intended recipients, first thing every morning and timely during business hours if messages are received.
Distribute and sort incoming claims e-faxes, locate corresponding claims, and place e-faxes into the pending documents sections.
Notify management if any escalated attorney, department of insurance, or equivalent files are received.
Open all incoming claims mail, locate corresponding claims, scan/save onto shared drive, place the file into the pending documents sections, and maintain file retention policies.
Answer incoming claims calls, identify key information about the customer’s contract, and answer questions related to coverage.
Place outbound claims calls and communicate follow-up information as needed.
Communicate new claims instructions and/or provide claim forms.
Review incoming claim documents assigned to you and/or your teammates.
Review and respond to incoming emails and text messages within the same business date of receipt with a target of 1-business hour from receipt.
Gather any additional information needed, such as pictures or ordering inspections, prior to authorizing claims.
Ensure 100% of all authorized claims are approved by the appropriate parties, prior to authorization.
Adjudicate claims, in accordance with the applicable agreement terms and state requirements and provide authorization within 1 business hour of receipt if no additional information is required.
Ensure all claim handling and communication are handled within our desired metrics.
Provide simple claims web navigation support.
Maintain professional and technical knowledge.
Work independently & proactively.
Assist the Protection Claims Supervisor with various projects.

Requirements

What you’ll need

Bachelor's degree or equivalent work experience (see below)
Bilingual in English/Spanish
2+ years of clerical/administrative experience
2+ years of customer service experience
2+ years of call center experience
Reliable and punctual
Keeps a positive attitude and remains cool under stress
Plan, organize, prioritize, and complete projects and assignments in a timely manner
Detail-oriented, accurate, and highly organized
Displays pride in work
Active listener with the ability to adapt/respond to various types of personalities
Receptive to coaching and development
Interact effectively with associates, management, and internal and external customers
Superior communication skills, both written and verbal
Demonstrate that you can solve customer problems using creative and effective techniques
Maintain confidentiality of sensitive company information and use judgment and tact in applying policies, solving problems, and communicating standards
Operate computer hardware and software, including Microsoft Office Suite, and specialized software applications
Ability to type at least 40 wpm + Strong 10-key
Strong mathematical aptitude
Operate a calculator and related office equipment
Proven ability to multi-task and handle interruptions
Ability to work flexible hours.

Benefits

Comp & perks

We aim to protect the wellbeing of our employees and their families with a broad benefits offering.
In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program.
Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day).
The financial health of our employees is just as important as physical and emotional health.
Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching.
All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

claims processingadjudicationcustomer servicecall center experiencedata entrydocument managementfile retentionclaim status updatesclaim forms processingbilingual in English/Spanish

Soft Skills

detail-orientedorganizedpositive attitudeactive listeningproblem-solvingcommunication skillsability to work independentlyreceptive to coachingpunctualityability to handle stress