Job Description

General objective of the position: Quality attention to the insured when they suffer an accident, with the aim of achieving immediate attention and fulfilling our commitment to be at the side of our insured\nActivities\n1. Customer service by telephone (TalkDesk)Immediately respond to calls received from insured to report a car accident, request for road assistance, broken car glass, product damage claims and request for home assistance.\n2.Policy verification and general conditions Review in the ACSEL system; details of coverage, deductibles, collection and their interpretation, annexes, to decide if it is possible to attend to the accident or requested assistance, as well as the commercial value of the insured vehicle.\n3.Assignment of adjuster in accident report Analyze and discern the situation that arises with each emergency for the correct assignment of an immediate adjuster in accordance with the rules established for each of the products; policy, city, agent.\n4.Attention to Adjusters Provide assistance via telephone or WhatsApp to car adjusters to mark arrival at the place of the accident, provide general information about the policy, collection, questions about particularities of the policy (annexes) marked in the ACSEL system and commercial value, so that they can provide the corresponding attention to the assigned report.\n5.Attention to product accidents Personal Accidents Telephone assistance to hospital providers regarding reports of school accidents, worker accidents and personnel, generate an accident report with the corresponding data, decide and indicate to the provider if the attention is appropriate in accordance with the conditions of the product, if the deductible and insured sum apply.\n6.Attention and solution to insured Respond to requests from insured regarding information on the arrival of the adjuster, doubts or clarifications with the adjuster present, follow-up on claims for glass breakage, doubts and request for support in electronic processes (EasyGlass), arrival status of the crane supplier in services vials.\n7.Authorize glass change Respond to glass supplier requests to generate reports from policyholders who go directly to the glass shop, decide where the glass change is from, and provide information on the deductible to be collected.\n8.Attention to special cases Attention to claims with special particularities and adaptability to new products, following the process established for each case, depending on the policy and agent that break the flow of traditional care.\n9.Ensure that all reports received in the cabin conclude with an accident number Provide continuity to the reports generated in the ACSEL system in the car module until the accidents are generated, so that those responsible for processes that have continuity can carry out their functions with the accident number and these can be properly attended to.\nRequired Skills:\nEducation: Bachelor's Degree in Administration / Intern or Bachelor's students in areas focused on service.\nKnowledge: Basic Excel, ease of word, vocation for service, empathy, multitasking, equanimity, insight and analysis.\nExperience: 6 months to 1 year in customer service, Call Center.",