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 first notice of loss through resolution, settlement, and payment.

This role offers 100% remote work with periodic onsite activities and focuses on delivering excellent customer service while supporting the claims function through accurate data entry, professional communication, and close collaboration with internal and external stakeholders.

Responsibilities

+ Handle warranty registrations and warranty claims for low to medium-complexity roofing issues from initial notice through final resolution and payment.

+ Provide administrative support to the Claims Manager and Claims Specialist, including documentation, tracking, and communication tasks.

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

+ Communicate professionally via phone and email with homeowners, roofers, distributors, sales representatives, and other stakeholders.

+ Gather detailed information, documentation, and reports from all involved parties to support warranty claim decisions.

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

+ Perform accurate and timely data entry for claims, registrations, transfers, and related information, maintaining high attention to detail.

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

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

+ Return improperly completed warranty claim forms and related documents to the originating party for correction or completion.

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

+ Maintain up-to-date records of all claims submitted, returned or rejected, and paid, including their current status.

+ Evaluate the validity of claims and apply the terms of the applicable warranty or policy to determine appropriate outcomes.

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

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

+ Process all warranty registrations promptly to ensure timely coverage activation.

+ Contact appropriate parties for claims that require special assistance or additional information.

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

+ Use information obtained from the claims process to collaborate with IT on modifications that improve process flow and efficiency.

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

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

+ Respond to customer inquiries regarding warranty coverage, claim status, and process steps, ensuring clear and courteous communication.

+ Utilize Microsoft Office and other business software tools to manage emails, documents, and reports related to claims and registrations.

Essential Skills

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

+ Demonstrated capability to handle difficult situations and work effectively with diverse individuals and stakeholders.

+ High attention to detail, particularly in data entry and documentation.

+ Proficiency in data entry, including accurate and efficient handling of claim and registration information.

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Experience with Microsoft Office applications, including use of email and standard office productivity tools.

+ Ability to perform warranty claims handling and claims processing tasks from intake through resolution.

+ Ability to manage customer inquiries and follow through on claim-related questions.

+ Comfort working in a…