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Warranty Claims Processor

Location: Center Line, Michigan, United States
Date Posted: 12-27-2018
Are you passionate about cars? Do you have vehicle knowledge and skills in service and warranty operations? MSX International has an excellent opportunity to leverage your expertise working for a major local automotive OEM in the warranty department as a Claims Processing Agent!
 
SUMMARY:
As a Claims Processing Agent, you will review and validate claims submitted by the dealer network. In the fast-pace environment of auto claims this role requires strong organization and communication skills and lends itself to considerable career growth potential. We offer great training, a well-defined career path and a fun and challenging work environment where the right candidate will learn and grow with the company. We pride ourselves on teamwork and quality customer service.
 
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 all 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 submitted claim documentation through completion
• Provide dealers with feedback on warranty claim concerns detected while providing exceptional customer service
• Advise Service Manager of warranty account status with emphasis on unsettled claims
• Track claim payment system for potential issues and review by Client’s claim systems team
 
JOB REQUIREMENTS
COMPETENCIES and CHARACTERISTICS (preferred)
• Knowledge Retention - In order to provide the highest quality support to customers, agents must be able to learn and memorize a large amount of information
• Detail-oriented with strong organizational, negotiation, influential, and customer service skills, able to work well under deadlines in a changing environment and perform multiple tasks effectively and concurrently
• Flexibility - Agents 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
• 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
• Effective Communication Skills both written and spoken - Strong communication skills, listening to the caller, digesting the information and effectively conveying a solution quickly and efficiently
• Strong analytical and problem solving skills - Must be able to find workable solutions for any problems they might face
EDUCATION and/or EXPERIENCE
• Minimum of 6 months of auto claims handling experience
• Minimum 1-2 years automotive technical background
• Working experience with automotive dealership operations processes, dealership service writer or warranty administrator
• High school diploma or General Equivalency Diploma (GED)
• Proficiency with MS Office products (Outlook, Word, Excel,) and claims related software applications
• The ability to perform basic math calculations (addition, subtraction, multiplication and division) as well as the calculation of averages and percentages
• Ability to interpret an extensive variety of technical instructions and deal with several abstract and concrete variables
LANGUAGE SKILLS
• Full professional proficiency in English
• Minimum professional proficiency in Spanish and/or French is required for the Spanish/French speaking markets
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