Claims Processing Consultant: Warranty & Service Plan

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Capture and process warranty and service plan claims efficiently and accurately through drawing on the relevant criteria to ensure standardisation across the organisation to enable decision making on a claim.

Responsibilities

Customer Management (Internal) Help manage customer by carrying out standard activities to complete the customer request.

Data Collection & Analysis Ask questions, collect data from a variety of sources, analyse information and investigate claim. Make decisions according to established criteria to ensure standardisation across the organisation by accurately administrating and underwriting claims. Use appropriate tools (supplier contract and/or negotiation) to accurately cost applicable claims on a day-to-day basis.

Work Scheduling and Operational Compliance Organise own work schedule in order to get the job done, coordinating with support services and completed work within SLA. Ensure claims are finalised within the set parameters (turnaround time, terms and conditions applied accurately). Remain up to date with current and new product knowledge to enable effective decision making.

Administration Produce, update and provide best practice support to customers on the claims administration process and other departmental systems, in line with claims policy, rules and SLAs.

Correspondence Respond to routine requests using telephonic conversation or emails (internal and external). Ensure regular feedback to customer, service providers and other stakeholders, as determined by the company and/or customer requirements to ensure customer receives appropriate feedback from the claim department.

Document Management Create, organise and maintain files containing the correspondence relating to policies and matters and claims to be uploaded on internal system. Document Preparation Prepare and manage claim documentation for customers. Up-sell Customer Propositions Identify a selection of products or services that may meet the customer's requirements, explain the product/service features influence the customer to add additional products/services.