Technical Service Representative 2 - Percepta

Technical Service Representative 2

At Percepta, we bring first-class service across each market we support. As a Technical Service Representative 2 in Melbourne, Florida, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

The claims payment analyst is responsible for the overall handling (reviewing, approving, and denying) of Ford and Lincoln Protect claims submitted by Ford, Lincoln and participating dealerships.Claims are received through a variety of sources (i.e. system, reports generated by Ford, manual reviews, etc)

What You’ll Be Doing 

·Review claims received in assigned sort groups via Ford Motor Company's claim payment system (OWS) to determine if claim meets Ford and Lincoln Protect policy guidelines.

oIf all policy guidelines are met, the Claims Analyst is responsible for paying the claim to the dealer.

oIf claim fails to meet Ford and Lincoln Protect policy, communicate the rationale for why a claim will be denied or adjusted to the dealership.

·Analyze claims that require manual payment to determine eligibility.

oExercise sound judgment in balancing Ford and Lincoln Protect policy and dealer satisfaction when making determination to pay or reject.

oRecognize system issues and forward to OWS team or leadership for system correction

·Analyze various claims reports to determine if claims are valid. Communicate any claim charge backs to dealer based on Ford and Lincoln Protect business rules.

·Assist the Ford and Lincoln Protect Claims hotline with questions and concerns regarding program guidelines

·Provide backup support to Prior Approval operations when needed

·Identify process improvements and best practices as needed

·Complete additional tasks and projects as assigned

What You Bring to the Role 

·High School diploma or equivalent required. Some college coursework desired.

·Previous Ford and Lincoln Protect or Warranty claims program knowledge is desired

·Mechanical automotive background required

·Familiarity with OASIS and ACESII is desired, but not required

·Excellent time management skills/organizational skills.

·Excellent written and verbal communication skills

·Effective analytical and problem-solving skills

·Attention to detail is required

·Displays professionalism and a positive attitude

·Ability to effectively communicate with customers, managers, and coworkers.

·Ability to multitask and prioritize assignments

About Percepta 

Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breath and play by them everyday. As a Percepta team member, you can expect:  

Culture of Service - to be treated like you are the customer from day one 

Teamwork– belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions

Respect– a team that is accountable, dependable and gives you their full attention

Proactive– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

CareerGrowth - lots of learning opportunities for aspiring minds

Diversity - be a part of our growing diverse and community-minded organization that is all about having fun!

Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.