The Guaranteed Asset Protection (GAP) Processor is responsible for coordinating all GAP related activities examines and adjusts GAP files. To perform this job successfully, an individual must be a proactive team player with a focus on excellent customer service and customer satisfaction. The position requires the individual to be detail oriented and organized in addition to experience utilizing a computer database.
ESSENTIAL DUTIES & RESPONSIBILITIES
- Calculate benefit amounts in accordance with GAP contract addendum terms and conditions
- Review insurance valuation reports to ensure accuracy
- Run NADA valuation reports on loss vehicles
- Field incoming calls to open new GAP files
- Field phone calls from lenders, customers and client dealerships
- Obtain, prepare and analyze documentation for processing of GAP files
- Maintain positive customer relationships through a courteous and professional demeanor
- Accurately identify, index, and record receipt of documents
- Provide customers, lenders and other partners the status of GAP files
- Ensure consumer understanding of the GAP process and required documentation
- Draft written correspondence related to GAP requests
- Must be highly organized, detail oriented and maintain confidentiality at all times
- Consistent follow-through and ability and flexibility to multi-task and effectively balance priorities and meet tight deadlines
- Ability to effectively present information and respond to questions
- Exceptional customer service and people skills
- Superior problem-solving ability and ability to work with minimal supervision while exercising sound and independent judgment
- Must be able to sit for long periods of time, bend, stoop and lift to 25 lbs.
- Special projects as assigned by immediate supervisor
- High School diploma or GED
- Prefer 2 years’ experience working in a call center or the automotive dealership industry
- Ability to adapt to a constantly changing, fast paced environment
- Must have strong conflict resolution skills
- Proficient working knowledge of computers and email in addition to Microsoft Word and Excel applications
- Excellent customer service and people skills
- Must be able to adhere to and follow Company policy, procedures and applicable laws for compliance
- Strong analytical and problem-solving skills
- Excellent verbal and written communication skill
- Excellent Microsoft Office (Excel, Word, Power Point, Outlook)
- Must be able to type 25- 30 words per minute accurately
