Claims Specialist

Maddox Industrial Transformer • Houston, TX

6d • $79,000 - $85,000 • Onsite

About The Position

Your primary responsibility will be investigating and resolving warranty claims and return requests. You will serve as the primary point of contact throughout the claims process while gathering facts, evaluating documentation, and making sound decisions based on warranty coverage, company policy, and other available information to substantiate or deny customer claims. This role requires clearly understanding the facts, evaluating the situation, and determining the best resolution for everyone involved. Some claims will be approved, some will require creativity, and others will need to be denied. Your ability to make fair, defensible decisions and communicate them professionally is critical to success. You will work cross-functionally with internal teams and external vendors to investigate issues, identify root causes, and drive timely resolutions. Success in this role requires strong judgment, attention to detail, and the ability to navigate difficult conversations while maintaining positive customer relationships.

Requirements

• Prior relevant and demonstrated experience is required (this is not an entry-level position).
• Experience in claims processing, investigations, dispute resolution, military service, law enforcement, account/project management, team leadership, or similar roles requiring independent judgment and decision-making.
• Experience handling escalated customer situations, complaints, disputes, or conflict resolution.
• Experience evaluating facts, policies, procedures, or evidence to make recommendations or decisions.
• Excellent written communication skills; ability to clearly explain decisions, expectations, and next steps via email.
• Proficient with basic computer software (G-Suite, Email, CRM’s, ERP’s, etc.).
• Strong judgment.
• Attention to detail.
• Ability to navigate difficult conversations.
• Ability to maintain positive customer relationships.
• Ability to make fair, defensible decisions and communicate them professionally.
• Ability to remain calm, professional, and confident during difficult conversations.
• Comfort making decisions that customers may not agree with when those decisions are fair, justified, and in the best interests of Maddox.
• Resourcefulness and creativity when developing solutions that balance customer satisfaction with business objectives.
• Composure under pressure.
• Willingness to address conflict when it needs to be addressed.
• Ability to confidently explain and defend decisions while maintaining positive working relationships.

Nice To Haves

• Enjoy solving complex problems and uncovering the facts needed to make sound decisions.
• Comfortable making decisions in situations where information may be incomplete or conflicting.
• Understand that great customer service does not always mean saying "yes."
• Can independently evaluate situations, weigh competing factors, and determine appropriate resolutions.
• Do not shy away from conflict when it needs to be addressed.

Responsibilities

• Investigating and resolving warranty claims and return requests.
• Serving as the primary point of contact throughout the claims process.
• Gathering facts, evaluating documentation, and making sound decisions based on warranty coverage, company policy, and other available information to substantiate or deny customer claims.
• Working cross-functionally with internal teams and external vendors to investigate issues, identify root causes, and drive timely resolutions.
• Managing multiple active claims without losing attention to detail.
• Taking ownership of problems and following them through to resolution.
• Identifying inconsistencies, missing information, or potential risks.
• Determining when to make decisions independently and when to seek additional input or escalation.

Benefits

• 3 Weeks Paid Time Off (PTO) (and an additional week for managers, and an additional week after 5 years).
• Health & Wellness: Can be taken as traditional insurance, or as cash in lieu of benefits. Benefit amounts vary based on age, family status, and eligibility.
• Paid paternity/maternity leave
• 401k with 100% match up to 8% of wages.
• Paid holidays
• Marriage and family gifts to celebrate significant life events.
• Other reimbursements and voluntary benefits and coverages (such as Vision, Dental, Short Term Disability, Additional Life Insurance, Accident, etc), as eligible.
• Comprehensive full-time benefits package averaging $20,000+ per year (amount varies based on age, family size, and eligibility).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed