Warranty Claims Analyst

The Warranty Claims Analyst is responsible for evaluating replacement parts and warranty claims, making payment decisions, and validating credits. They identify and communicate warranty issues, assist in resolving them, and collaborate with suppliers to ensure accurate and timely claim processing. Additionally, the analyst manages workloads to support departmental goals and plays a crucial role in addressing and resolving warranty concerns.

Key Responsibilities:

• Evaluates complex claims and makes claim payment decisions per departmental procedures and company policies.
• Responds to dealer inquiries and communicates division policies and procedural requirements in a professional and timely manner.
• Process supplier credits as per division policies and procedures, effectively communicates exceptions and escalations.
• Supports procedures requested by the Vendor Recovery Specialist.
• Communicates warranty issues to department management, Marketing, Purchasing, suppliers and truck divisions as necessary.
• Presents appeal claims and provides recommendations to the Policy Review Board as required.
• Creates and maintains databases, analyses, graphs and reports, using Access and Excel.
• Trains dealer/direct warranty and service personnel through web classes, preparing and revising class content as required.
• Participate in special projects and continuous improvement initiatives.
• Comfortable working in shifts to support US business hours .

Knowledge & Skills REQUIRED:

• Education Requirements:
• Bachelors degree required
• 1+ years of experience in the automotive industry, with direct exposure to warranty claims processing, service, or parts analysis
• 1+ year of data entry and customer experience/care/service in Automotive/Industrial domain required
• Domain: Experience in Automotive or Industrial Aftersales Segment
• Knowledge of handling warranty, returns and credits
• Strong proficiency in MS Office suite and Data Analysis Tools like Tableau
• Knowledge of customer management tools like Salesforce is an added advantage

REQUIRED COMPETENCIES AND BEHAVIORS:

• Decision Making based on policies and procedures
• Ability to effectively engage and communicate in a North American business context and manage multiple stakeholders
• Customer Centric Mindset
• Act with Integrity
• Solution mindset
• Collaborative temperament
• Strong Organizational Skills; ability to meet deadlines and operate under ambiguity
• Ensures tasks are tracked until closure
• High attention to details
• Tracks until closure of tasks