Claims Adjudication Specialist

Extend

7d•$45,000 - $55,000

About The Position

As a Claims Adjudication Specialist in Extend’s Operations Department, you will evaluate and service claims related to Product and Shipping Protection plans offered through more than 1,000 merchant partners. You will act as a subject matter expert, supporting Customer Support and Service Technician partners with accurate and timely handling of complex claims that require deeper investigation. The role involves reviewing complex claim submissions, managing escalations, investigating unusual claim patterns, and making evidence-based decisions by interpreting policies across a wide range of product categories. You will collaborate with customers, service partners, and internal teams, using inbound and outbound calls and written communications to resolve claims and provide an exceptional customer experience. The position operates in a fast-paced environment with frequent changes to processes and technology.

Requirements

3–5 years of experience in technical customer service, claims management or adjudication, insurance adjusting, or contact center work; claims adjudication in a protection plan environment is preferred.
Excellent verbal and written communication skills, including the ability to explain complex claim details and decision rationale clearly to customers and in internal system notes.
Flexibility and resilience in adapting to frequent changes in processes and technology in a fast-paced environment.
Experience with claims management systems, contact center platforms, and Google products.
Ability to navigate and work effectively across multiple software systems simultaneously.
Ability to analyze complex issues, identify solutions, and make decisions efficiently.
Ability to maintain performance and accuracy in high-volume claims environments during rapid company growth.

Nice To Haves

Active adjuster licenses.
Claims adjudication experience in a protection plan environment.

Responsibilities

Serve as the escalation point of contact for outsourced partners, customer support teams, and service technician partners.
Investigate and resolve complex claims in accordance with contract terms and internal policies.
Troubleshoot claims-processing delays and help ensure timely resolutions.
Coordinate service technician dispatching and parts ordering when necessary.
Resolve escalated customer issues by proposing fair, policy-compliant resolutions and clearly communicating outcomes.
Maintain detailed, organized documentation of customer and partner interactions.
Investigate suspected fraudulent claims and report findings as needed.
Recommend process improvements and opportunities to automate routine tasks.
Respond to claim inquiries by phone and email within established SLAs.
Collaborate with Product and Engineering teams to troubleshoot and escalate unresolved claim issues.
Stay current on product offerings, service workflows, and policy updates.
Identify and communicate training needs for front-line support teams.
Keep internal systems current with relevant technical issues, customer feedback, and insights.