Claims Process Analyst/Claims Analyst II

at  Sappi

BUSINESS OVERVIEW:

The Claims Processing Analyst is a key member of the Customer Solutions Team, working in the Quality Processing Services (QPS) Department. The mission of the QPS Department is to:

• Coordinate the process of providing fair, accurate, and timely resolution of customer issues,

and serve as liaison between parties

• Provide useful customer feedback to Manufacturing, Supply Chain, and Sales
• Protect Sappi’s financial interests while maintaining customer satisfaction

We believe that handling customer claims is a required business function that, if done well, can enhance customer satisfaction and strengthen a trusting relationship. Claim information is an important source of customer feedback on the quality and performance of our products including delivery of said products, and good systems for managing this feedback loop drive consistency and efficiency. It is also our belief that all parties involved with claims and customer complaints are interested in settling claims honestly and fairly

SUMMARY:

The four primary functions of Claims Processing Analyst are as follows:

• Process quality and service (logistics) claims and recalls from initiation to final resolution
• Act as a liaison between customers, Sappi Sales representatives, the Sappi Quality teams at the various mill sites, and Finance
• Act as a liaison between customers, haulers, supply chain team, warehouses (Sappi and external), and mill representatives to handle all service-related claims and associated paper returns/payments
• Resolve issues associated with all quality and service claims to ensure timely customer satisfaction

The key attributes of a successful claims analyst are:
1. Organizational Skills/Detailed Oriented
2. Time Management Skills
3. Strong Work Ethic
4. Learning New Skills
5. Ability to Self-Manage Workload
6. Good writing skills/Communication by Email
7. Strong Computer Skills
8. Basic Math Skills
9. Strong Safety Focus
To successfully accomplish these functions, the incumbent must work closely with multiple functions across the organization in a timely manner to execute the following responsibilities

EDUCATION, SKILLS, PERSONAL CHARACTERISTICS, AND KNOWLEDGE REQUIREMENTS:

• High School Diploma required. An Associate’s or Bachelor’s degree is preferred.
• Experience with SAP is preferred
• Logistics, supply chain, and/or customer service background a plus
• Strong value for safety and safe practices
• Strong computer skills (Microsoft Office, email, etc.) is required.
• Strong interpersonal skills and communication skills are required
• Customer oriented, both internal and external
• Excellent time management, discipline, and organizational skills
• Ability and flexibility to handle multiple priorities simultaneously, and reprioritize as needed
• Ability to work in a fast-paced, team-oriented environment
• Demonstrate problem solving and decision-making skills
• Detail-oriented, skilled at data entry
• Basic understanding of financial terms
• Strong sense of urgency and follow up
• Ability to work with minimal supervision and direction
• Ability to work within a team environment
• Strong positive attitude, self-motivated, and enthusiastic

• Attend and achieve all mandatory safety requirements and comply with all safety policies and work practices
• Receive and Send paper samples in a timely manner (Must be able to lift 35 lbs safely)
• Open packages, emails, and all other communications and evaluate the contents; review quality of evidence accordingly
• Accurately enter claim information into spreadsheets and various data base systems
• Work with logistics and supply chain contacts on service and logistics-related claims
• Work with various colleagues and customer contacts to resolve customer issues associated with quality complaints in a timely manner
• Respond to voice mail and email inquiries associated with quality and service complaints in a timely manner
• Update database(s) as claims are processed, resolved, and closed with special attention to accuracy and data integrity
• Interact with Sappi personnel at all levels of the organization in regards to quality and service complaints
• Follow appropriate procedures and processes used in QPS department
• Protect Sappi’s financial interests while maintaining customer satisfaction
• Perform various other tasks, as required, within the Quality Processing Services Department
• Minimal travel opportunities to Sappi facilities and Customer locations