Claims Expert: Customer Resolution and Prioritization

OUR COMPANY:

Voyager Global Mobility (VGM) is a leading provider of rideshare solutions tailored for various sectors of the mobility industry, including services for companies like Uber and DiDi and various governmental entities. With our headquarters in New York City, USA, we operate a global network of branches across the United States and Latin America, committed to offering exceptional service and innovative solutions to our clients.

POSITION OVERVIEW:

The
FNOL Representative (First Notice of Loss)
is a critical role responsible for the initial handling of incidents reported by customers. This position ensures that all claims are recorded accurately and promptly, setting the stage for an efficient and effective claims process. Working as part of the FNOL team, the FNOL Representative serves as the first point of contact for customers experiencing incidents, providing empathetic support, clear communication, and accurate documentation.

KEY RESPONSIBILITIES:

• Incident Reporting and Data Collection:
  Serve as the first point of contact for customers reporting incidents. Collect and record comprehensive details about the incident, including date, time, location, parties involved, nature of the damage, and any injuries. Verify and confirm the accuracy of information provided by customers.
• Claims Process Initiation:
  Accurately document all claim details to initiate the claims process in the internal system. Ensure adherence to internal protocols and regulatory requirements when recording claims. Assign claims to the appropriate department or team for further handling based on complexity or urgency.
• Communication:
  Provide clear and concise information to customer contacts, vendors, and internal team members.
• Triage and Prioritization:
  Assess the severity of reported incidents. Flag high-priority cases, such as those involving severe damage, injuries, or legal implications, for expedited handling. Assign proper urgency levels to claims for effective processing.
• Customer Communication and Support:
  Respond to inbound calls, emails, and tickets related to claims and incidents. Provide clear and empathetic communication to customers, explaining the next steps in the claims process. Answer customer inquiries regarding the status of their claims or provide information about coverage and policies.
• Collaboration and Coordination:
  Work closely with other teams (e.g., claims adjusters, fleet managers, repair shops) to facilitate claim resolution. Liaise with external vendors, repair shops, and third-party service providers to coordinate vehicle repairs. Share customer insights and feedback with internal teams to improve service quality and processes.
• Documentation and Reporting:
  Maintain accurate, detailed, and up-to-date records of all customer interactions and incident reports. Document resolutions and follow-up actions for future reference and reporting. Prepare incident summaries and reports as required by management.
• Compliance and Quality Assurance:
  Ensure all claims are handled in compliance with company protocols and legal/regulatory requirements. Adhere to data protection standards and maintain confidentiality of customer information. Participate in quality assurance reviews and implement feedback to improve performance.
• Fleet Management Support: Schedule and prioritize vehicle repairs and maintenance based on customer and operational needs.Track repair statuses to minimize vehicle downtime and maintain fleet efficiency.
• Performance and Development:
  Meet or exceed performance targets, including response time, resolution time, and customer satisfaction scores. Actively participate in training and development opportunities to enhance skills and knowledge.

REPORTS TO:

• To the FNOL Team Leader under the GBS COL structur

**e

JOB REQUIREMENT**

• S:Experienc
  e: Previous experience in a customer service role (preferably in the automotive, insurance, or mobility industry). Experience handling claims or working in a call center environment is a plus. Familiarity with fleet management or automotive repairs is an advantag
• e.Language Proficienc
  y: Exceptional Fluency (Speaking and Writing) in English is require
• d.Multi-taskin
  g: Skilled at prioritization and the ability to multi-task, quickly switching between tasks if an urgent need arise
• s.Technical Skill
  s: Proficiency in CRM systems CMS (Claims Management System) for managing claims and customer interactions is a bonus. Competence in using Microsoft Office Suite (Word, Excel) and Google Workspace. Basic understanding of automotive mechanics is beneficial but not mandatory. Strong digital literacy and the ability to quickly learn and adapt to new software tool
• s.Educatio
  n: High school diploma or equivalent; further education or certifications in customer service or related fields is advantageou
• s.Availabilit
  y: Willingness to work flexible hours to accommodate different time zones across the United State

s.Locatio
n: Colombia resident, Bogot

**a.

SALA**

• RY:

Competitive salary: 4 to 5 million Colombian p
- esosLegal bene
- fitsAn outstanding company with an excellent work environ
- mentCareer path opportuni

**ties

Impor**
tant: To ensure efficient communication and evaluation of your qualifications, we kindly request that all CVs and LinkedIn profiles be submitted in English. This will allow us to assess your skills and experience accurately within our recruitment process. Thank you for your understan

ding.

Note: The Company reserves the right to modify essential Job functions and qualific

ations