Claims and Escalations Coordinator

Purpose

This position is responsible for handling the company's product claims and escalated customer complaints via telephone and email. Will provide administrative support, setting up incoming claims, resolving difficult multifaceted escalated customer issues as well as other tasks and responsibilities for the department. These tasks include providing administrative assistance to the department and initial contact and follow-up with customers. They are to be a customer advocate for escalations, responding to challenging complaints, gathering information, and researching the facts and company polices to negotiate and provide options for final and agreeable resolutions.

Essential Functions

Claims

• Promptly and professionally, and accurately communicate with customer and all related parties verbally, and in writing when warranted.
• Interviews customers and other parties to gather pertinent information about the claims.
• Sets up new claims and ensures all documentation is present and correct in the electronic and paper files.
• Prepares and processes payments and credits on claim files as directed by the Claims Manager.
• Documents all work product and claim activity in the electronic claim file.
• Promptly communicates all demand letters, potential or current attorney involved and claims that may go to suit to Claims Manager.
• Prepares and prints letters, emails, and notices.
• Provides clerical support, including filing, faxing, sorting, and alphabetizing and properly stores and maintains all communications, documents and evidence.

Escalations

• Acts as a customer advocate - listens, empathizes and understands the customer's needs and reasons for their complaint.
• Adapts a personal style and approach to the customers in order to effectively communicate with internal and external customers.
• Responds to consumer complaints/issues and collect/research necessary information to provide resolution or options.
• Communicates with store management, the customer, and other internal customers to reach the appropriate, expedient and logical resolution and possible options for the customer. This requires negotiating with the customer and the store manager in a confident and professional manner.
• Obtains approval of the resolution with store management or the Claims Manager.
• Follow-up to assure resolution of issues and closure of the complaint.
• Analyzes and tracks complaint/issue to identify root cause and make necessary recommendations for process changes when needed.

Job Requirements

Minimum Eligibility Requirements

• High School Diploma (Associate's degree preferred)
• 1-2 years of claims handling and administrative experienced preferred
• Proven problem-solving and team building skills
• Good communication skills both written and verbal
• Intermediate proficiency with Microsoft Office Suite and other computer technology
• Strong sense of customer advocacy and empathy
• Demonstrated good teamwork and collaboration in a professional setting
• Must be detail-oriented and highly organized, and a good time manager
• Must possess excellent customer service skills and work well under pressure
• Ability to multi-task, meet deadlines, and work in a fast-paced environment