Publix Bilingual Customer Claims Unit Adjuster, HS6, Risk Management - LAK in Lakeland, Florida
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.
Additional Required Qualifications:
Hours of Work:
Wednesday through Friday – 8:00 am to 7:00 pm, Saturday – 8:00 am to 5:00 pm
Frequency of Pay:
Minimum Base Pay:
Additional Preferred Qualifications:
Your application may have additional steps that you will need to complete in order to remain eligible for consideration. Please be sure to monitor your email, including your spam folder, on a daily basis for critical, time-sensitive emails that could require action within 24-48 hours.
Please do not use your Publix email address when applying. Once your application has been successfully submitted you will receive a confirmation email.
3300 Publix Corporate Parkway
Other Compensation Information:
Year End Bonus:
To reward associates for their contributions to the company for the calendar year, Publix provides a Holiday Bonus in November. In the first year of continuous employment the bonus is equal to 15 hours of pay, and in the second year of continuous employment the bonus is equal to one week’s pay if associate remains employed through issue date of the bonus check. In subsequent years, the bonus is equal to two weeks’ pay.
Maximum Base Pay:
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
Potential Annual Base Pay:
48,152 - 67,184
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 plan (with prescription benefits)
Group dental plan
Group vision plan
Long-term disability insurance
Company-paid life insurance (with accidental death & dismemberment benefits)
Free hot lunches (buffet-style) at facilities with a cafeteria
Paycheck direct deposit
Access to over 50 discount offers including discounts on computer, vehicle and wireless purchases
6 paid holidays (associates can exchange the following holidays with their manager’s approval: New Year’s Day, Memorial Day, Fourth of July, and Labor Day).