Claim Services Account Manager

Cirrus Aircraft•Alcoa, TN

30d

About The Position

A Claim Services Account Manager is responsible for managing and advising customers and the Authorized Service Network on the warranty processes for products or services provided through Cirrus. This role typically involves providing expert guidance on warranty eligibility, processing claims, and ensuring that all warranty and maintenance-related issues are resolved in a timely and effective manner. The account manager acts as a liaison between customers, authorized service providers, and manufacturers to ensure smooth warranty service and customer satisfaction.

Requirements

Bachelor's degree Business Administration, Communication, Information Technology or related field
0-2 years' experience in customer support related field
Ability to demonstrate sound judgement and effective communication skills (written and verbal).
Ability to effectively manage stress, including competing work demands and multiple projects at the same time.
Experience with one or more of the following: ERP order fulfillment, claim system and Salesforce (or related CRM)

Responsibilities

Thorough understanding of aircraft warranties and maintenance contracts and what is covered.
Ability to make fair and informed decisions regarding claim approvals.
Review and process service claims from customers according to the policies of Cirrus.
Verify the eligibility of warranty claims based on service contract specifications, warranty terms, and conditions.
Provide guidance to customers on warranty coverage, including potential repairs, replacements, or refunds.
Deciding whether the claim should be approved for payment, partially approved, or denied based on the findings from the adjudication process.
Collaborate with internal teams and authorized service centers to ensure efficient processing and resolution of warranty issues.
Maintain detailed records of warranty claims, customer communications, and service activities.
Ensuring that the entire lifecycle of claim management adheres to legal requirements, industry standards, and internal policies.
Efficient evaluation and allocation of claims to appropriate buckets ensure proper department is charged for approvals based on contracts and other data.
Analyzing claims data to identify trends, discrepancies, and areas for process improvement.
Stay updated on the latest product offerings, warranty policies, and industry best practices.
Address customer complaints or concerns related to warranty services, offering solutions and escalation when necessary.
Provide regular reports on warranty performance, claim trends, and customer satisfaction levels.
Every service claim, whether approved or rejected, requires proper documentation. This includes claim forms, proof of purchase, customer communication, repair reports, and inspection results. The advisor is responsible for organizing and storing these documents in both physical and digital formats (if applicable) for easy retrieval.
Regularly reviewing user access levels to ensure that sensitive information is only accessible by authorized personnel is critical for maintaining system security.
Travel required up to 10%.

Benefits

401(k) Plan: Dollar-for-dollar match up to 5% after 90 days, with 100% vesting.
Employer-Paid Coverages: Group term life, short- and long-term disability insurance.
Comprehensive Health Coverage: Medical, vision, dental, with additional dependent coverage options.
Free Health Tracking: With rewards for meeting health goals.
Generous PTO: 120 hours accrued within the first year.
Employee Referral Bonus: For referring talented candidates.
Career Development: Tuition reimbursement and professional growth opportunities.
Exclusive Discounts: Access to partner and marketplace discounts.
Community & Engagement: Company and employee clubs at various locations.

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