Claims and Escalations Specialist - Full-time / Part-time

It’s great being part of a culture where entrepreneurship and team spirit are not just buzzwords.

We are committed to our associates and customers. This makes our business successful.

If you love working with a great group of people and desire the opportunity to grow, this is the place for you.

Job Description:

PURPOSE
This position is responsible for handling the company’s product claims and escalated customer complaints via telephone and email.

MAJOR RESPONSIBILITIES

• The position is responsible for handling and resolving complex multifaceted claims and escalated issues. They will also thoroughly research and investigate all customer related issues, communicate with store management and internal customers to reach appropriate, expedient, and logical resolution. During this process the employee must also problem solve and smartly negotiate with all parties. All documents and records must also be collected and stored, and relations with all internal and external customers proliferated. The employee must also continue solid partnerships with Buyers, Senior Directors of Operations and Legal Counsel with regards to claims and escalation resolutions on customer issues.

Claims

• Promptly, professionally, courteously, and accurately communicate with customers and all related parties verbally, and in writing when warranted
• Promptly contact customers to a give a though explanation of the claims process, installation errors, and set a clear expectation for the customer
• Investigate and processes complex claims filed by customers
• Interview customers and other parties to gather pertinent information about the claims
• Thoroughly examine claims forms, inspection reports, photos, and other records for validity and accuracy, and to determine liability.
• Accurately assign and determine the percentage of liability of each involved party
• Evaluate all information to determine how the claim should proceed: denial, compromise, or settlement.
• Consult with other experts as needed to get accurate repair estimates
• Evaluate the claim in its entirety and accurately determine the settlement range, and obtain approval from the Claims Manager
• Lead and manage the vendor toward prompt and fair settlement or proper denial of liability.
• Empathically and professional deny claims when evidence directs
• Negotiate with all parties to settle the claim within the approved settlement range.
• Promptly communicate all demand letters, potential or current attorney involved claims that may go to suit to the Claims Manager
• Properly store and maintain all communications, documents and evidence
• All communication should be promptly documented in Zen Desk and all fields property completed
• Mentors and assists other team members to ensure the department’s success
  
  Escalations
• Act as a customer advocate. Listen, empathize understand the customer’s needs and reasons for their complaint.
• Adapt a personal style and approach to the customers in order to effectively communicate with internal and external customers
• Respond to consumer complaints/issues and collect/research necessary facts and information to provide resolution or options for the customer
• Communicate with store management and other internal customers to reach the appropriate, expedient and logical resolution or possible options for the customer
• Smartly negotiate with all parties to reach agreement
• Obtain approval of the resolution with store management and the Claims and Escalations Manager
• With calm professionalism reach prompt resolution with the customer.
• Follow up to assure resolution of issues and closure of the complaint
• Analyze and track complaint/issue to identify root cause and make necessary recommendation for process changes when needed
• All communication should be promptly documented in Zen Desk and all fields property completed

MINIMUM ELIGIBILITY REQUIREMENTS

• Associates Degree preferred
• 2-6 years of property claims experience preferred
• Proven complex problem-solving and team building skills
• Superior communication skills both written and verbal
• Intermediate proficiency with Microsoft Office Suite and other computer technology
• Superior sense of customer advocacy and empathy
• Demonstrated excellent 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

WORKING CONDITIONS (TRAVEL, ENVIRONMENT)

• The noise level in the work environment is typically quiet to moderate.

PHYSICAL/SENSORY REQUIREMENTS
Sedentary Work – Ability to exert 10 - 20 pounds of force occasionally, and/or negligible amount of force frequently to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time.

NOTE: All duties and responsibilities listed are considered to be essential job functions and requirements, and are subject to possible modification to reasonably accommodate individuals with disabilities. Marginal functions of the position (those that are incidental to the performance of fundamental job duties) have not been included. However, the omission of specific statements of duties does not exclude them from the position if the work is similar, related or logical assignment to the position.

This job description does not constitute an employment agreement between the employer and the employee, and is subject to change by the employer as the needs of the business and requirement of the job change.