Customer Claims & Refunds Specialist

Job Summary

We are seeking a detail-oriented and customer-focused Specialist, Customer Claims & Refunds to manage customer claims, refund requests, returns, compensation cases, and related service inquiries. The successful candidate will review claim documentation, validate eligibility, process refunds accurately and within established timelines, communicate clearly with customers, and coordinate with internal teams to resolve issues efficiently. This role requires strong analytical skills, attention to detail, sound judgment, knowledge of customer service procedures, and the ability to manage sensitive cases in a fast-paced environment.

We are seeking a detail-oriented and customer-focused Specialist, Customer Claims & Refunds to manage customer claims, refund requests, returns, compensation cases, and related service inquiries. The successful candidate will review claim documentation, validate eligibility, process refunds accurately and within established timelines, communicate clearly with customers, and coordinate with internal teams to resolve issues efficiently. This role requires strong analytical skills, attention to detail, sound judgment, knowledge of customer service procedures, and the ability to manage sensitive cases in a fast-paced environment.

• Customer Claims Management:
  Receive, register, review, and manage customer claims related to refunds, returns, damaged products, missing items, service failures, cancellations, and other eligible concerns.
• Claim Assessment:
  Investigate claims by reviewing customer information, transaction records, order details, supporting documents, service history, and applicable policies.
• Eligibility Verification:
  Determine whether claims and refund requests meet company policies, contractual terms, service standards, and applicable regulatory requirements.
• Refund Processing:
  Process approved refunds, credits, reimbursements, charge adjustments, and other customer compensation accurately through approved systems and payment channels.
• Documentation Review:
  Validate invoices, receipts, photographs, delivery records, product information, customer statements, and other documentation required to support a claim.
• Customer Communication:
  Provide customers with clear updates regarding claim status, required information, approval decisions, refund timelines, and available resolution options.
• Case Resolution:
  Resolve customer claims within assigned authority and service-level agreements while maintaining fairness, consistency, accuracy, and a positive customer experience.
• Escalation Management:
  Escalate complex, high-value, disputed, suspicious, or policy-sensitive cases to the Supervisor or relevant departments for further review.
• Fraud and Risk Awareness:
  Identify unusual claim patterns, inconsistent information, duplicate requests, and potential fraudulent activity, and report concerns through established procedures.
• Internal Coordination:
  Work closely with Customer Service, Finance, Sales, Operations, Logistics, Quality, Legal, and other relevant teams to investigate and resolve claims.
• System Administration:
  Maintain accurate and complete case records, claim notes, correspondence, refund details, supporting documents, and resolution outcomes in approved systems.
• Payment Reconciliation:
  Coordinate with Finance or payment teams to confirm refund completion, investigate payment exceptions, and resolve discrepancies between approved and processed amounts.
• Service-Level Compliance:
  Monitor assigned cases and complete reviews, customer communications, approvals, and refunds within established service-level agreements and company timelines.
• Customer Complaints:
  Listen to customer concerns, provide professional explanations, manage expectations, and elevate unresolved complaints in accordance with the complaint-handling process.
• Reporting and Analysis:
  Prepare accurate reports on claim volumes, refund values, processing times, dispute trends, resolution outcomes, and recurring customer issues.
• Process Improvement:
  Identify opportunities to improve claims handling, refund accuracy, turnaround times, customer communication, documentation standards, and operational controls.
• Policy Compliance:
  Follow company policies, refund and claims procedures, data protection requirements, payment controls, financial approval limits, and applicable local regulations.
• Confidentiality:
  Protect customer, payment, financial, and personal information and handle sensitive case details in accordance with company privacy and security requirements.

• Experience:
  
  Previous experience in customer service, claims processing, refunds, returns, dispute resolution, finance operations, order management, or a related field is preferred.
• Education:
  
  A high school diploma or equivalent is required. A diploma or bachelor's degree in business administration, finance, accounting, customer experience, or a related discipline is preferred.
• Claims and Refund Knowledge:
  Understanding of…