Claims Analyst

Safran Group•Peachtree City, GA

46d

About The Position

The Claims Analyst is a support function for the Front & Back Office to meet the needs of our customers with timely, accurate, and professional resolution of customer claims. This function supports and manages customer complaints by liaising with the Business Units, Quality Department, Finance, and Central Inventory Warehouse. The Claims Analyst is accountable for KPIs used to monitor department performance.

Requirements

Knowledge of ERP (M3), Excel, and Business Intelligence tools
Familiarity with government, industry, and import/export regulations.
Knowledge of contacts and terms & conditions
Knowledge in aviation regulations
Ability to analyze and extract meaningful information from raw data
Autonomy
Team spirit
Ability to work under pressure
Ability to define problems, collect data, establish facts, and draw valid conclusions
Problem-solving mindset
Excellent oral and written communication
Customer Service-minded
Strong with customer relationships
Basic negotiation skills
In favor of phone communication and direct interaction with customers
Requires a high school diploma or equivalent and 2 years of experience in the field or in a related area. College degree preferred.

Nice To Haves

College degree preferred.

Responsibilities

Be the primary point of contact for the customer for claim resolution; coordinating communication with the customer, front/back office, suppliers, warehouse, technical support, finance, and management to resolve claims quickly and in compliance with all requirements
Review customer claims to ensure acceptability within national/international regulations, contractual requirements, Safran Terms and Conditions of Sales, and internal policies.
Perform research using ERP data, customer PO, technical data, interviews etc., to confirm the facts behind each claim.
Determine the needed course of action to resolve the claim within the legal and procedural framework.
Communicate, in a professional manner, to all claim stakeholders the remedial action.
Coordinate the required actions of all stakeholders in the claims process, escalating to higher management when performance does not meet requirements.
Issue credits/rebills/ RMAs as required, performing follow-up until all actions are completed.
Support efforts to explore alternative solutions for customer satisfaction, such as discounts, purchase of replacement parts, etc.
Analyze recurring claims and set up action plans with the concerned department to avoid replication.
Conduct analysis and propose a claims reduction plan based on trends, engaging with internal stakeholders to align efforts for long-term claim resolution and root-cause identification.
Reduce claim rate by monitoring action plans with concerned departments by holding cadence meetings to sustain and evolve reduction status action plans.
Identify customers with higher claim rates and propose action plans and follow up to remediate challenges.
Document customer claims within the database, allocate claim responsibility, and acknowledge customer communication on time.
Analyze and communicate claim KPI to the management team.
Other job duties as assigned by management.