Claims Analyst
About The Position
As a global leader in advanced mobility solutions, our outstanding team of legal professionals helps us navigate the continually changing legal and regulatory landscape. In our Office of General Counsel, you’ll be part of an organization that collaborates with outside counsel to operate as a global team and deliver world-class legal, tax and audit services to client groups throughout the company. In this position, the Legal Analyst is responsible for investigating and resolving legal claims in a timely and professional manner. The Legal Analyst is responsible for communicating with customers and dealerships via phone and written communication. The Legal Analyst is responsible for learning and executing the complete product liability handling process and meeting expected customer service levels and business performance goals.
Requirements
- Bachelor's degree or equivalent combination of relevant education and experience.
- Experience speaking to a variety of different stakeholders.
- Comfortable with computers and business systems, and able to learn new programs and databases quickly.
- Excellent interpersonal and communication skills.
- Ability to comprehend and learn technical and automotive concepts
- Sharp attention to detail and strong critical thinking.
Nice To Haves
- Legal experience
- Prior claims analysis experience.
- Working knowledge of automotive industry.
Responsibilities
- In consultation, with OGC attorney, responsible for resolving legal claims from investigation to completion in a timely and professional manner
- Responsible for contacting customers, dealerships, and other entities to investigate and respond to the claim
- Responsible for coordinating vehicle inspections with customers, dealerships, and field operations
- Close the Legal claim after appropriate investigation and final decision reached with management
- Proactively handle pre-litigation matters to best serve the customer while also protecting the Company
- Establish and maintain a strong working relationship with facing Region(s) and other business divisions
- Communicate timely, professional, and grammatically correct responses to customers and dealer personnel
- Portray a knowledgeable and courteous impression to customers and dealer personnel
- Handle challenging calls and emails while avoiding escalation whenever possible
- Continuously improve call handling skills, system knowledge, legal analysis, and communication skills, thus, enhancing customer satisfaction and service level results
- Identify and relay areas for improvement within the program to management
- Be responsive to and execute process improvement/enhancement programs
- Document each claim contact in the appropriate system and create/maintain all contact communications in an electronic case file
- Electronically file the matter for long-term retention
- Generate dealership payment codes for repairs and other costs
- Negotiate and resolve settlement offers and payouts
- Identify vehicle issue trends and report them to management, Design Analysis Engineers, and Automotive Safety Office for specific recalls and other safety measures
- Utilize applicable law when assessing claims for review
- Meet with management to provide input for process improvements, litigation prevention, and retaining customer loyalty
- Coordinate vehicle buybacks between a dealership, Ford RAV, and the customer for re-acquired vehicle processing
- Utilize the following systems for case review and processing: GCCT, FMMS, G-Camp, AWS, OASIS, ESP, GCQIS, Morley RAV Portal.
Benefits
- Immediate medical, dental, vision and prescription drug coverage
- Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more
- Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more
- Vehicle discount program for employees and family members and management leases
- Tuition assistance
- Established and active employee resource groups
- Paid time off for individual and team community service
- A generous schedule of paid holidays, including the week between Christmas and New Year’s Day
- Paid time off and the option to purchase additional vacation time.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
