JO
Return VM with urgency.
What is customer service, efficiency and/or working independently?
Percentage of customers to reach within 24 hours of FNOL (0-24)
80%
First (and most vital) form of communication before calling customer.
What is pretext?
Driveable?
Leaking fluids? What color?
Airbags?
Off road?
What is DTE?
If its over 50, get it to IAA! When another rep (CLRU/CCU) completes DTE, review for accuracy so we get cars to the right place the first time.
Consistently remain in green, answer ACD calls and assist customers.
What is team work, customer service and/or working independently?
Number of hours in available each day.
3
A resource to obtain email address when it's not on file.
What is Accurint Email Finder?
What is Agent?
What is prior loss?
An easier way to secure payoff, LOG and issue payments to participating LH.
What is lienholder portal?
Initiate day 1 and upload settlement summary & valuation same day TL is authed. If LOG not back timely, use the portal to message the LH and give them a call. Create a sense of urgency & follow up/check in on the TL progress daily.
Clear and concise claim notes to support decision made and steps taken.
What is accuracy and/or efficiency?
Number of days to resolve TL.
10
A resource to obtain an address to send a contact letter when you only have a phone number.
What is ISO or truepeoplesearch.com
888-374-6112
What is IAA release center phone number?
A 3 way call must be completed on every claim to move vehicles timely. Moving vehicles immediately will reduce storage fees for Progressive and fast resolution for customer service.
Effectively explore FL PCS One Note and utilize team, St Pete & MRR TL chat prior to reaching out to supervisor.
What is working independently and/or accuracy?
Percentage of cars to total at IAA.
80%
ACV from CSAtoday - Average Salvage Price =
What is breakeven?
At times, we may also consider cost of rental, storage and tow bills to determine breakeven.
Explain the process and set clear expectations.
What is customer service and efficiency?
Number of days from report to inspect.
< 6.5