Quality Assistant

JOB TITLE: Quality Assistant

FLSA: Non-Exempt

REPORTS TO: Quality Assurance Manager

SUMMARY: Responsible for providing administrative and clerical services to ensure effective, efficient, and accurate insurance and quality operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES: “Essential functions” are primarily job duties that incumbents must be able to perform unassisted or with some reasonable accommodation made by the employer.

• Process new damage reports and modify existing to reflect the most up to date information.
  • Data entry including but not limited to retrieving hard copies of correspondence relating to damage – existing or new.
  • Damage review and investigation.
  • Incident follow-up, with dealers, auto haulers, and/or clients.
  • Review and update the 'Received' List on a weekly basis to ensure damages are properly categorized for incentives and final claim receipt.
• Get/Stay familiar and current with client handling guidelines, processes, and procedures.
• Final Cargo damage claim review, processing, and closure.
  • Enter, reviews files for completeness, and update final claims received for all clients.
  • Once a processor verifies that a claim can proceed, prepares and sends claim denial, or advises manager of need to accept/pay.
  • Submits claims to Insurance for reimbursement as needed
• Maintain payment and recovery tracking
  • Prepare and send invoices to responsible parties for recovery.
• Reporting: Auto Hauler performance, damage frequency, outstanding claims, etc.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Ability to rapidly analyze issues, establish priorities, anticipate consequences, make decisions and initiate action.
• Comfortable working in a high-stress environment and ability to stay calm under pressure.
• Must be able to maintain a daily routine of regular required items/tasks to be completed.
• Strong communication skills (oral, written and listening) with motivational ability.
• Must be detail oriented.
• Strong customer service and people skills -- including patience, empathy, and self-control -- to deal with angry, emotional, or frustrated clients.
• Need critical thinking skills such as reasoning, logic, and judgment to solve a variety of coverage-related issues.
• Team player.
• Work occasionally requires a high level of mental effort and strain when performing essential duties. Must be able to perform the essential duties of the position with time constraints, interruptions and stressed dispatchers and auto haulers.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

While performing the duties of this job, the employee is required to sit/stand for most of his/her job duties. There is the need to frequently walk. There will be a moderate amount of standing, stooping, kneeling, bending, lifting, and reaching for some of his/her job duties.

Visual requirements include reading off a computer screen as well as printed materials. A high degree of dexterity is required due to frequent use of a telephone console.

Verbal and auditory requirements include the ability to communicate clearly over the telephone as well as in person.

There is a moderate level of grasping, lifting, pushing and/or pulling of objects of less than 25 lbs.

This Job Description is intended to describe the general content of and requirements for the performance of this position. The omission of specific statements of duties does not exclude them for the position if the work is similar, related or a reasonable requirement of the position. Additional duties may be assigned, and requirements may vary from time to time.