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

Location: Lakeland, FL
Job ID: 26636BR
Department: Risk Management
Date Posted: Nov 09, 2023

$48 - 67k


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.

Required Qualifications

  • 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

Additional Required Qualifications

Preferred Qualifications

  • 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

Additional Preferred Qualifications


  • 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
  • Sick pay
  • Long-term disability insurance
  • Company-paid life insurance (with accidental death & dismemberment benefits)
  • Tuition reimbursement
  • Vacation pay
  • Free hot lunches (buffet-style) at facilities with a cafeteria
  • Paycheck direct deposit
  • Credit union
  • 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).

Additional Information

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.

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