Claims Examiner II, Warranty

At AIG, we are reimagining the way we help customers to manage risk. Join us as a Warranty Claims Examiner play your part in that transformation. It’s an opportunity to grow your skills and experience as a valued member of the team.

AIG Warranty delivers a full range of service solutions including warranty management administration, extended service contracts and mobile insurance theft/loss programs, customer service support, service network management, claims processing services, and service contract underwriting.

Our Claims Analysts work directly with Service Partners and our Customers to ensure that the project moves forward with the support they need. Claims Analysts are responsible for receiving incoming calls and emails from Service Providers needing authorization or payment for repairs on major appliances, consumer electronics, heating and air, or other home systems. They also ensure pricing, quotes, and invoices submitted are in line with pre-defined costs.

The Claims Analysts verify that failure and repairs are covered under the terms and conditions prior to authorizing or paying the Service Providers assigned to the project. Claims Analysts are the ones our clients turn to in times of need. They act with speed, composure, compassion, and knowledge to solve problems, and the work they do every day is the heart of our business.

As a Claims Analyst you will:

• Answer incoming phone calls and emails from service providers seeking repair authorizations or payment on work performed.
• Adjudicate claims for fair and reasonable repair charges.
• Purchase small appliances, plumbing products, and HVAC equipment if necessary to fulfill contract requirements.
• Evaluate terms and conditions, program agreements, and repair times matrix to ensure accurate and efficient payment of claims.
• Research claims to determine what coverage options were purchased; make denial/approval of claims per the terms and conditions.
• Maintain knowledge of covered equipment and applicable programs.
• Reconcile monthly statements.
• Handle research assignments and reporting as delegated by management.
• Maintain excellent working relationships with clients, colleagues, service providers, and third parties.
• Serves as a Subject Matter Expert between internal teams, answering questions and relaying any identified training and process gaps to management.
• Take responsibility for continuously improving processes and product knowledge, including but not limited to understanding of program coverage and exclusions.

• A record of providing outstanding customer service
• Excellent written and verbal communication skills with ability to adapt as the need requires
• Experience in conflict resolution, or the ability to de-escalate tense situations, and comfortable in a role that requires some negotiations.
• Analytical skills and the ability to search the internet for answers and market data.
• Results oriented, and able to perform in a fast-paced environment and perform a wide variety of tasks and change focus quickly as internal and external demands change.
• Excellent organizational skills- flexible with moving from project to project while keeping track of progress and prioritizing workload to meet deadlines.
• Professional Attitude:
  We are looking for someone enthusiastic, reliable, and a team player.
• Basic Excel, Word, and Outlook skills
• Excellent interpersonal skills
• Ability to consistently meet deadlines
• High school diploma or GED required.

• Understanding of Warranty or Insurance products is recommended but not required
• Prior claims experience preferred
• Basic experience with accounts payable and statement reconciliation
• Technical experience a plus

At AIG, we value in-person collaboration…