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Title:  Claims Processor

Location: 

MI, US

Date:  Oct 13, 2021

SUMMARY

  • Manual review and validation of claims submitted by the dealer network
  • Remote coaching of dealer network on high warranty cost areas, via manual review
  • Validation of requests for repairs by the dealer network

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Review warranty documentation for the purpose of validating dealer warranty claims
  • Support dealer network in the processing of those claims selected for review through the systematic examination of dealer submitted warranty claims
  • Determine warranty repair eligibility in accordance with program guidelines through technical analysis of repair, adherence to warranty policies and procedures and proper claiming of parts and labor
  • Track status of a claim under review from submission through completion
  • Provide dealers with feedback on warranty claim concerns detected while providing exceptional customer service
  • Escalate unresolved issues to the manager
  • Track claim payment system for potential issues and review by Client’s claim systems team
  • Other duties as assigned from time to time by the Maserati Warranty Manager

 

 

COMPETENCIES and CHARACTERISTICS

  • Knowledge Retention - In order to provide the highest quality support to customers, processors must be able to learn and memorize a large amount of information
  • Detail Oriented – processors must be able to focus on the details of the conversation narrative in order to identify and isolate the real issue
  • Organizational skills - Processors must be able to handle multiple tasks at once while attending to the customer’s needs
  • Flexibility - Processors should be able to provide assistance to various types of customers. They should have the ability to focus on the warranty issues, provide solutions while maintaining a professional demeanor at all times and be open to change and to considerable variety in the workplace
  • Friendly - Project a warm and friendly image, consistently maintain a positive demeanor
  • Customer service focused - Must have the ability to stay calm in difficult situations. Must be able to gain and maintain control of customer conversations while providing world class customer service
  • Speed - Must be fast and efficient. Must be able to work quickly without sacrificing the quality of their work
  • Solutions oriented - Must be able to find workable solutions for any problems they might face

 

EDUCATION and/or EXPERIENCE

  • Worked as a warranty claim processor for a minimum of 12 months is preferred
  • Minimum 1-2 years of automotive technical background is preferred
  • Working experience with automotive dealership operations processes or similar business is preferred
  • Experience with assessing automotive warranty and service contract claims in a dealership environment is preferred
  • High school diploma or General Equivalency Diploma (GED) is required

 

SKILLS/KNOWLEDGE

  • Computer literacy, especially Microsoft Excel, Word, Skype and Outlook is required
  • Full professional proficiency in English is required
  • Minimum professional proficiency in Spanish is required for the Spanish speaking markets
  • Minimum professional proficiency in French (Quebecois) is required for the French speaking market

  • Knowledge of arithmetic (addition, subtraction, multiplication, division) and their applications are required

  • Job requires analyzing information and using logic to address work-related issues and problems
  • While performing the duties of this job, the employee is regularly required to:
  • Call, video, email, message and communicate with dealers and co-workers
  • Carry sizeable amounts of paper documents
  • Organize and archive information both physical and electronic format


WORK ENVIRONMENT

  • Office environment
  • The noise level in the work environment is usually moderate
  • Monday – Friday; five (5) shifts available to cover U.S. east and west coasts, each with supplier and supervision coverage as follows:

 

    • 6:00am to 2:30pm
    • 7:00am to 3:30pm
    • 8:00am to 4:30pm
    • 9:30am to 6:00pm
    • 11:30am to 8:00pm

If you are interested in this position apply here.

 

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Job Segment: Automotive, Bilingual

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