Claims Investigator, PSA

Collaborative Solutions•Santa Ana, CA

3d•Onsite

About The Position

We’re looking for a Claims Investigator to join our Collectors Claims team, providing essential assistance to our customers during their times of need. Our team's core responsibility revolves around efficiently handling claims for customers who may have encountered damage or loss of their items during their return journey. In this role, your primary emphasis will be serving as the central liaison for our customers whenever they must navigate the complexities of a claim related to their collectibles. Your key responsibilities will involve guiding customers through the claims process through effective communication via both phone and email. You’ll report to the Claims Manager and work from our Santa Ana, CA corporate headquarters.

Requirements

High school diploma or equivalent
2+ years of customer service or administrative experience
Ability to work independently and collaboratively in a fast-paced environment
Excellent organization and communication skills, both verbal and written
Ability to manage time while prioritizing multiple tasks
Exceptional attention to detail and a commitment to producing high-quality work
Proficient in Microsoft Word, Excel and Google Suite Products
Computer Use: Typing, mouse work, and sitting and looking at a computer potentially for long periods of time
Hand Use: Regular hand use for various tasks
Hearing Requirements: Ability to hear alarms, signals, and verbal instructions
Lifting and Carrying: Ability to lift, carry, and move materials up to 40 pounds
Phone Answering: Talking on the phone and texting may be required, as well as manual dexterity to operate a computer and phone system efficiently
Sitting or Standing: Ability to sit or stand for extended periods of time

Nice To Haves

college degree preferred
Previous experience in surveillance or security would be an asset
Knowledge of SalesForce would be an asset

Responsibilities

Review and analyze camera footage to determine the whereabouts of missing items and investigate the cause of any damage
Conduct chain of custody investigations to trace each stage of an item’s handling, ensuring accountability and accuracy in item tracking
Accurately document findings and maintain notes to inform stakeholders of updates and progress
Draft detailed, clear, and accurate reports outlining investigation results, observations, and conclusions
Identify and document trends observed while reviewing footage, providing insights for preventive measures
Deliver exceptional internal customer service by promptly addressing inquiries and concerns related to item status
Collaborate closely with other departments to confirm and refine handling and storage procedures