Bilingual Customer Claims Unit Adjuster, HS6, Risk Management - LAK

This position performs the customer event intake function by investigating all reported customer events (approximately 21,000 annually), making initial contact with customers reporting a general liability event, communicating Publix's liability assessment, settling the appropriate customer events, and securing physical evidence related to customer events.
Primary duties include:

• Contacting injured customers by telephone and/or in writing to promote premier customer service and provide quick resolution of claims, in English and Spanish.
• Investigating reported customer events to ensure all necessary information is accurately captured should the customer assert a claim.
• Successfully negotiating and settling customer claims.
• Managing all shopping cart and property damage claims to ensure timely and equitable resolution.
• Securing physical evidence related to customer events to assist in claims handling and potential litigation.
• Answering incoming calls through the CCU call center, in English and Spanish.

• High school diploma or its equivalent
• 2 years of customer service or retail experience
• ability to obtain Florida 6-20 All Lines Adjuster License within 6 months of employment as well as reciprocal licenses for all the states that Publix operates in
• Fluent in English and Spanish
• 2 years of customer service Or
• 2 years of retail experience
• excellent investigative skills
• excellent analytical skills
• Excellent verbal and written communication skills, English and Spanish
• Professional telephone etiquette, English and Spanish
• excellent interpersonal skills
• excellent negotiations skills
• Excellent problem-solving skills
• Excellent organizational skills
• Excellent customer service skills in a non-adversarial manner even when customers become aggressive, demanding, or rude
• high degree of maturity, discretion, tact and independent judgment,
• excellent time management skills
• adaptability to adjust to a fluctuating work environment
• ability to manage highly confidential and sensitive information
• basic Microsoft Word, Excel and Outlook skills,
• basic knowledge of the Risk Master Claims System,
• basic knowledge of the Medicare Reporting System, and
• willingness to work overtime, weekends, and/or holidays

• Associate's degree in any discipline
• 3 years of customer service experience Or
• 3 years of retail operations experience
• 1 year at Publix
• actively holds Florida 6-20 All Lines Adjuster's License
• knowledge of Publix's policies, guidelines and corporate structure
• knowledge of customer base in areas of operation
• knowledge of basic liability principles
• knowledge of the Federally mandated Medicare reporting
• intermediate Microsoft Word, Excel and Outlook skills
• advanced knowledge of the Risk Master Claims System and
• advanced knowledge of the Medicare Reporting System

• Employee stock ownership plan that contributes Publix stock to associates each year at no cost
• An opportunity to purchase additional shares of our privately-held stock
• 401(k) retirement savings plan
• Group health, dental and vision plans plan
• Paid Time Off
• Paid Parental Leave
• Short- and long-term disability insurance
• Tuition reimbursement
• Free hot lunches (buffet-style) at facilities with a cafeteria
• Visit our website to see all of our benefits: Benefits - Jobs (publix.com)