Job Description

Our client operates at the crossroads of energy and home services, fueled by the vision of a smarter, cleaner future. Committed to developing groundbreaking solutions, they aim to streamline their customers’ lives by providing energy, protection, and smart services for their homes and businesses.

The Product Warranty Specialist will support the Claims Operation channel through the claim adjudication journey. The incumbent’s role is to interpret the terms and conditions to validate the contractual obligation of coverage. Predominantly, will capture product failures and recommendations, determine liability and communicate these outcomes with homeowner.

RESPONSIBILITIES:

• Respond to a high volume of claim authorization requests in a professional and efficient manner
• Analyze claims with regards to eligibility by evaluating diagnosis, product details, tenure, and compare to terms and conditions to properly adjudicate the claim
• Must be able to interpret and evaluate contract language as it relates to qualifying a claim for coverage.
• Process cash-settlement offers, contractor dispatch requests, enforce contractor pricing agreements, and communicate claim information to homeowners.
• Adhere to call center and quality assurance metrics.
• Create and execute timely follow ups to bring every claim to fruition.
• Assist other departments with claim review and decision making for accurate claim closure.
• Be a part of a focal point team to execute remediation on intense and sensitive claims.
• Provide subject matter expertise, escalation support, communication, and guidance to contact center teams.
• Analyze customer coverage to curate additional add on plans to maximize their benefits.
  
  

REQUIREMENTS & QUALIFICATIONS:

• High school diploma or equivalent
• Experience of 2-4 years of claims authorization or in contact center environments is strongly preferred.
• Ability to prioritize multiple tasks simultaneously and under strict timeliness standards and guidelines.
• Ability to handle difficult conversations at multiple levels – internal and externally.
• Effectively use diversified approaches when faced with difficult decisions.
• Ability to work in a cohesive team environment.
• Negotiation, mediation, and conflict management skills.
• Ability to concisely articulate complex issues.
• Proficiency in Microsoft applications (Excel, PowerPoint and Word)
• Receptive and flexible with change.
• Welcome challenges in a fast-paced setting.
• Upselling skills to include overcoming objections.