Claims Specialist

The Claims Analyst plays a crucial role in supporting the Customer Care team by handling warranty processes and inquiries across all brands. This position requires a high level of competency in core tasks, as well as the ability to manage priorities and achieve deliverables to support the team's multi-function requirements.

• Ensure compliance with Company Safety Policies and Procedures.
• Regular attendance, timeliness, and scheduling flexibility.
• Verify and maintain necessary documents for SOX compliance processes.
• Answer Level 1 technical inquiries from internal and external customers, escalating to Level 2 as needed.
• Review and analyze customer warranty repair requests to ensure compliance with warranty guidelines.
• Liaise with QC departments and internal stakeholders to resolve warranty claims.
• Generate credits and cheque requests for warranty claims.
• Log and update customer care requests in the database.
• Update and maintain warranty CRM.
• Investigate claims to validate legitimacy.
• Provide excellent customer service, handling inbound and initiating outbound calls to resolve claims.
• Request customer replacement orders within company guidelines.
• Provide product availability and negotiate labor costs with customers.
• Follow product and policy for complaint resolutions within the approved DOA Matrix.

• Proficiency in Windows-based software, specifically Excel, Word, and PowerPoint.
• CRM knowledge and sales Force preferred.
• ERP Software knowledge, JD Edwards, and/or SAP preferred.
• Strong communication skills (verbal and written).
• Customer Service background.
• Investigation and negotiation experience required.
• Detail-oriented.
• Able to multitask.
• Problem-solving.
• Organization skills.
• Decision-making skills.
• Time management skills.

• One-year certificate from college or technical school.
• 1-2 years of claims handling or similar experience.
• Investigative or negotiation experience.