Automotive Warranty Claims Processor

Automotive Warranty Claims Processor

Job Summary:

The warranty claims analyst role plays a crucial role in the management and processing of warranty claims submitted by authorized dealerships for automotive products. Primary responsibility is to ensure accuracy, validity, and adherence to corporate warranty policies for all submitted claims. As a Warranty Claims Analyst, the individual is tasked with evaluating and processing warranty claims in the automotive sector. This involves a comprehensive review of claim documentation, verification of eligibility, and ensuring strict compliance with corporate policies.

In this position, effective collaboration with various departments and engagement with internal and external resources are essential to gather the required information and address issues related to warranty claims. The role extends to processing claims within the claim’s portal and providing service to dealerships and corporate departments through various channels, including inbound and outbound calls, chat, and email. The claims processing analyst must possess a strong understanding of the automotive industry, coupled with proficiency in warranty coding and terminology.

• Claim Verification:
  
  Review warranty claims submitted by authorized dealerships to ensure accuracy and completeness
• Policy Compliance:
  Ensure that warranty claims adhere to corporate warranty policies and guidelines
  • Processors must be aware of policy and claim requirements for different claim types and categories and ensure they are up to date with compliance and policy updates
• Documentation:
  Collect and organize all necessary documentation supporting warranty claims including but not limited to repair orders, invoices, part numbers, and other relevant information
• Communication:
  Communicate with authorized dealerships and internal departments to gather additional information or clarify details related to warranty claims
• Data Entry:
  Accurately enter information into warranty claims processing systems and maintain up to date records and updates
• Investigations:
  Investigate, follow up and resolve discrepancies or issues with warranty claims, collaborating with technical experts and other relevant parties
• Customer Service:
  Provide excellent customer service by addressing inquiries and concerns related to warranty claims and educational information in a calm and professional manner at all times
• Reporting:
  Generate and review reports on warranty claim status, trends, and key performance indicators for management review
• Continuous Improvement:
  Identify opportunities for process improvements and contribute to enhancing the efficiency of the warranty claims processing systems and department
• Adherence to Deadlines:
  Ensure timely and accurate processing of warranty claims within specified deadlines.
  • Maintain deadlines to process claims within 14 days of when dealer transmits
• Problem Solving:
  Calls can be complex and may involve multiple claim requests/inquiries. Processors must be able to solve problems, and clearly and accurately communicate responses and next steps to proceed
• With experience, manually review and process all Private Distributer (PD) Locally Installed Options (LIO) and accurately identify and assign appropriate opcode(s) to ensure claims are routed to the PD and rejected by dealer
• With experience, manually review and process all Date of First Usage (DOFU) updates and mileage discrepancy updates for adherence to policy
• With experience, manually review and process all Left off Appeals for adherence to policy

• Minimum of 2 years customer service, and 1+ years of call center (inbound/outbound calls) or service…