Equipment Claims Reviewer & Support Specialist

Carrier • East Syracuse, NY

7d • $43,500 - $87,500

About The Position

The Equipment Claims Reviewer & Support Specialist is responsible for the accurate, timely, and consistent review and resolution of equipment-related claims submitted by customers, distributors, and internal stakeholders. This role supports the end-to-end equipment claims process by validating claim documentation, reviewing claim eligibility, communicating claim decisions, and ensuring compliance with established business policies and procedures.
The position serves as a key resource for claim inquiries, escalations, training, and process support while working closely with Customer Service, Distribution Centers, Logistics, Sales, Warranty, and external customers. Team members are expected to balance daily claims review responsibilities with continuous improvement efforts that enhance the customer experience and operational efficiency.
This role requires strong analytical skills, attention to detail, sound business judgment, and the ability to effectively manage multiple priorities in a fast-paced environment.

Requirements

• High School Diploma or GED.
• Minimum of 1 years of experience in Customer Service, Claims Processing, Logistics, or related operational functions.
• At least 1 years of experience utilizing Salesforce, SAP, or comparable business systems.

Nice To Haves

• Experience with equipment, freight, warranty, or damage claims processing.
• Experience supporting process improvement or continuous improvement initiatives.
• Strong analytical and problem-solving skills.
• Proficiency in Microsoft Excel and reporting tools.
• Ability to interpret claim documentation and make sound business decisions.
• Strong organizational, follow-up, and time management skills.
• Excellent written and verbal communication skills.
• Ability to work independently while effectively collaborating across multiple departments.
• Experience supporting customer escalations and cross-functional issue resolution.

Responsibilities

• Review equipment claim submissions for completeness, accuracy, and compliance with established claim policies and requirements.
• Validate supporting documentation including photographs, bills of lading, delivery receipts, invoices, inspection reports, and other claim-related evidence.
• Evaluate claim eligibility and determine appropriate disposition based on business rules and claim guidelines.
• Support departmental goals related to claim cycle time, service levels, and claim closure performance.
• Communicate claim decisions clearly and professionally to customers, distributors, Customer Service Representatives, and internal teams.
• Coordinate with Distribution Centers, Logistics providers, Sales teams, and other stakeholders to obtain additional information needed for claim resolution.
• Monitor assigned claim queues and ensure timely follow-up on outstanding items.
• Resolve routine claim inquiries while escalating complex or high-impact cases as appropriate.
• Maintain accurate claim documentation and activity records within Salesforce and related systems.
• Serve as a primary point of contact for equipment claim questions, claim status inquiries, and process guidance.
• Partner with Customer Service teams to resolve escalated customer concerns and claim-related issues.
• Provide support and education to distributors and internal partners regarding equipment claims processes and requirements.
• Promote transparency and a positive customer experience throughout the claims lifecycle.
• Assist in identifying trends, recurring issues, and opportunities to improve claim quality and submission accuracy.
• Support assigned claims processes, workflows, or specialized claim queues.
• Maintain and update standard operating procedures, job aids, training materials, and process documentation.
• Identify process gaps, inefficiencies, and recurring claim trends and recommend corrective actions.
• Participate in process improvement initiatives, system enhancements, testing activities, and digital transformation efforts.
• Contribute ideas that improve efficiency, reduce manual effort, and enhance the customer experience.
• Support cross-functional projects and departmental initiatives as needed.

Benefits

• Health Care Benefits: Medical, Dental, Vision; Wellness incentives
• Retirement Benefits
• Time off and Leave: Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation
• Disability: Short-term and long-term disability
• Life Insurance and Accidental Death and Dismemberment
• Tax-Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account
• Tuition Assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED