Customer Claims Unit Adjuster, HS5, Risk Management - LAK at Publix Super Markets, Inc. in Lakeland, Florida

Job Description:

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.


• 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.

• 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


• 2 years of customer service Or


• 2 years of retail experience


• excellent investigative skills


• excellent analytical skills


• Excellent verbal and written communication skills


• excellent interpersonal skills


• excellent negotiations skills


• Excellent problem-solving skills


• Excellent organizational skills


• Professional telephone etiquette


• 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


• Bilingual, English and Spanish

• 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


• Paid Parental Leave


• 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).