SUMMARY:

The unique position of Claims Analyst is responsible for supporting Customer Care functions required by the business as related to warranty processes across all brands and inquiries. The role requires a high level of competency in core tasks as well as an ability to manage priorities and achieve the expected deliverables in order to support its multi-function requirements. One of the key elements of this role is the support it provides to the Customer Care team in regard to supporting absences/vacations as well as facilitating an environment that can support multi-function projects or initiatives.

EDUCATION, EXPERIENCE AND QUALIFICATIONS:

• Proficiency with Windows based software (specifically Excel, Word, and PowerPoint) required.
• CRM knowledge, Sales Force preferred.
• ERP Software knowledge, JD Edwards and/or SAP preferred.
• Strong communication skills (verbal and written).
• Customer Service background.
• Investigation and negation experience is required.
• Detail-oriented.
• Able to Multitask.
• Problem-solving.
• Organization skills.
• Decision-making skills.
• Time management skills.

May include, but are not limited to, the following:

• Comply with Company Safety Policies and Procedures.
• Regular attendance, timeliness, and scheduling flexibility.
• Ensures SOX compliance processes are followed, and necessary documents are verified and kept on file as needed.
• Answer Level 1 technical Inquiries (e.g. installation related, manufacturing specs, product maintenance, troubleshooting etc.) from internal and external customers, and escalate to level 2 where appropriate.
• Review and analyze customer warranty repair requests/claims to ensure compliance with warranty guidelines.
• Liaise with the various plant’s QC departments as well as other internal stakeholders and assist in negotiations with customers to resolve warranty claims.
• Generating credits and cheque requests for all Westlake Royal Building Products
• Log and update customer care requests in database.
• Update and maintain warranty CRM.
• Ability to work independently and as a team member while using discretion in decision making and sound judgement in problem solving.
• Demonstrate excellent organization, planning and prioritization skills; ability to manage multiple responsibilities and to work with multiple data systems.
• Perform investigations to validate the legitimacy of claims.
• Service inbound and initiate outbound customer service calls to ensure that customer claims are handled in a timely, accurate and perceived in a superior manner, by the Westlake customer base.
• Request customer replacement orders within company guidelines.
• Follow product and policy for complaint resolutions within approved DOA Matrix.
• Perform all other duties as directed by the Claims Supervisor or Claims Manager.