Warranty Admin Coordinator 2
Consumer & Customer Care
Full Time
Charlotte, Nc
2019-07-31

SUMMARY 

This position is responsible for reviewing claims filed by the Independent Service network through our on-line portal. In this role, the candidate will make decisions based on policy procedures and data; to either pay, adjust or reject a claim. In addition, the candidate will decide which Fault Code to apply to the claim, based on claims data. This position is also responsible for identifying suspected fraud and financial irregularities in claims processing. In addition to the above, the Fault Coding Agent will provide effortless customer service to Market Managers, national servicer accounts and parts distributors. The individual will also be responsible for managing and assisting with other Warranty Administration related tasks. 

ESSENTIAL DUTIES AND RESPONSIBILITIES 

  • Investigate trends, surface issues, identify problems and collaboratively work with specific individuals to resolve issues 
  • Take ownership of reviewing claims for accuracy and final approval or denial
  • Document results of review
  • Identify trends and make recommendations for process improvements
  • Ensure risks are appropriately identified and managed
  • Promote teamwork and positive interaction, both internal and external 
  • Provide effortless customer service to Market Managers and other key accounts
  • Recommend system enhancements and logic changes
  • Assist with maintaining multiple email queues
  • Other projects and duties as assigned
  • Complete a minimum of  share of the total work
  • Assist colleagues in maintaining a  designated claim cycle time
  • Assist colleagues in reaching other specified goals
  • Adhere to all policies and procedures


Minimum Qualification

MINIMUM QUALIFICATIONS  

  • High school diploma or GED required
  • Bachelor’s Degree preferred
  • 1 year experience with claim adjustments preferred
  • Knowledge or aptitude of electrical principals or appliance repair preferred
  • Fast-paced administrative experience

KNOWLEDGE, SKILLS & ABILITIES REQUIRED

  • Moderate knowledge of Microsoft Word and Excel
  • Systems utilized: CRM/ SAP, ServicePower, Outlook, OneNote, and various company websites 
  • Able to apply analytical and decision making skills
  • Capable of setting priorities, meeting pre-determined deadlines and multi-tasking
  • Able to adapt to changes in a fast pace working environment
  • Possess excellent verbal and written communication skills
  • Able to work effectively with members of a team
  • Able to remain calm in stressful situations and deescalate situations