Claims Assistant

Job Title:

Claims Assistant

Job Description

The Claims Assistant provides high-quality warranty registration and warranty claim handling for low to medium-complexity roofing claims from the first notice of loss through resolution, settlement, and payment. This role delivers administrative support to the Claims Manager and Claims Specialist, ensures accurate data entry, and maintains strong communication with homeowners, roofers, distributors, sales, customer service, and accounting. The Claims Assistant evaluates claim validity, applies the appropriate warranty terms, and helps improve claims processes while consistently delivering professional and courteous customer service.

Responsibilities

+ Handle low to medium-complexity roofing warranty claims from first notice of loss through final resolution, settlement, and payment.

+ Provide administrative support to the Claims Manager and Claims Specialist, including documentation, data entry, and follow-up tasks.

+ Direct claims that exceed assigned authority levels to the Claims Specialist and Claims Manager as appropriate.

+ Interact professionally via phone and email with homeowners, roofers, distributors, sales representatives, and other internal teams.

+ Gather detailed information and reports from all involved parties to support warranty claim evaluation and processing.

+ Answer homeowner questions on technical issues when appropriate and redirect technical calls to the appropriate technical resource.

+ Perform accurate and timely data entry for claims, warranty registrations, and warranty transfers, maintaining a high level of attention to detail.

+ Adhere to company policies, including safety requirements and proper use of personal protective equipment when applicable.

+ Collaborate with the Warranty Claims Manager to meet internal and external customer needs and service expectations.

+ Return improperly completed warranty claim forms or related documents to the originator for correction and completion as needed.

+ Review and validate incoming claims, warranty registrations, and warranty transfer information to ensure completeness and accuracy.

+ Maintain detailed records of all claims submitted, returned or rejected, and paid, including their current status.

+ Evaluate claims for validity and apply the terms and conditions of the applicable warranty or policy.

+ Settle claims within assigned authority directly with roofers, homeowners, and distributors.

+ Review and process all warranty claims and track each claim through to final resolution.

+ Process all warranty registrations in a timely and organized manner.

+ Contact appropriate parties when claims require special assistance or escalation.

+ Establish and maintain positive, productive relationships with sales representatives, roofing contractors, and distributors.

+ Use information gathered from the claims process to collaborate with IT on system or process modifications that improve workflow efficiency.

+ Work on improving claim closure times by helping to create process flows and identifying major bottlenecks that cause claims to remain open.

+ Assist with analysis and preparation of claims reports for management, coordinating with the quality function as needed.

+ Respond promptly and professionally to customer inquiries regarding warranty claims and related issues.

Essential Skills

+ Strong customer service skills with the ability to communicate clearly and professionally via phone and email.

+ Capability to handle difficult situations and interact effectively with diverse individuals and stakeholders.

+ High attention to detail and accuracy in data entry and documentation.

+ Proficiency in data entry for claims, registrations, and related records.

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Experience with Microsoft Office (MS Office) applications.

+ Ability to learn and work within warranty claims and claims processing systems.

+ Ability to manage multiple claims and tasks simultaneously while maintaining organization and accuracy.

+ Strong problem-solving skills to evaluate claim validity and apply appropriate warranty terms.

+ Ability to maintain composure and professionalism when dealing with challenging customer inquiries and claim disputes.

Additional

Skills & Qualifications

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Experience with Google Suite, particularly for email communication, is preferred.

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Experience with customer relationship management (CRM) systems is preferred.

+ Knowledge of roofing products, systems, or the roofing industry is a plus.

+ Prior experience in warranty claims, claims processing, or a similar customer service and administrative role is beneficial.

+ Associate's degree or higher is highly preferred.

+ Experience in customer service, administrative support, and handling customer inquiries is advantageous.

+ Familiarity with warranty claim handling processes and documentation is an asset.

Work Environment

This position offers a 100% remote work arrangement after an initial onsite training period of approximately one to two weeks in the Portland (PDX) area. After training, you may…