Product Claims Analyst

TTEC

1d•Remote

About The Position

At Percepta, we bring first-class service across each market we support. As Product Claims Analyst working remotely, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

Requirements

College Degree required
Minimum twelve (12) months experience in customer service; phone customer service experience.
Minimum 1 year Paralegal experience

Nice To Haves

Claim adjuster experience preferred, but not required

Responsibilities

Investigating and resolving legal claims in a timely and professional manner.
Communicating with customers and dealerships via phone and written communication.
Learning and executing the complete product liability handling process and meeting expected customer service levels and business performance goals.
Resolving legal claims from investigation to completion in a timely and professional manner.
Contacting customers, dealerships, and other entities to investigate and respond to the claim.
Coordinating vehicle inspections with customers, dealerships, and field operations.
Closing the Legal claim after appropriate investigation and final decision reached with management.
Proactively handling pre-litigation matters to best serve the customer while also protecting the Company.
Establishing and maintaining a strong working relationship with facing Region(s) and other business divisions.
Communicating timely, professional, and grammatically correct responses to customers and dealer personnel.
Portraying a knowledgeable and courteous impression to customers and dealer personnel.
Handling challenging calls and emails while avoiding escalation whenever possible.
Continuously improving call handling skills, system knowledge, legal analysis, and communication skills, thus, enhancing customer satisfaction and service level results.
Identifying and relaying areas for improvement within the program to management.
Being responsive to and executing process improvement/enhancement programs.
Documenting each claim contact in the appropriate system and creating/maintaining all contact communications in an electronic case file.
Electronically filing the matter for long-term retention.
Generating dealership payment codes for repairs and other costs.
Negotiating and resolving settlement offers and payouts.
Identifying vehicle issue trends and reporting them to management, Design Analysis Engineers, and Automotive Safety Office for specific recalls and other safety measures.
Utilizing applicable law when assessing claims for review.
Preparing and presenting cases for case assessment meetings before management, attorneys, and colleagues on a regular basis.
Meeting with management to provide input for process improvements, litigation prevention, and retaining customer loyalty.
Coordinating vehicle buybacks between a dealership, Ford RAV, and the customer for re-acquired vehicle processing.
Utilizing applicable systems for case review and processing: GCCT, FMMS, G-Camp, AWS, OASIS, ESP, GCQIS, Morley RAV Portal.
Supporting and sustaining a positive work environment that fosters team performance through own work and behavior.
Being receptive to performance feedback and working on improving own skills.
Helping identify and resolve conflicts with sensitivity and tact.
Working on activities and/or projects as requested by Manager.