The Claims Escalations Analyst is responsible for managing escalated claims and ensuring timely, equitable, and compliant resolutions. The team handles a variety of complex claim issues, ranging from unregistered claims to steering committee escalations, and manages communication between internal and external stakeholders. Team members use Salesforce and PowerBI to evaluate claims, track performance metrics, and deliver exceptional customer service.

Essential Functions

• Workload Management: Handle a minimum of 3 claims per hour for Escalations and Unregistered team members, and 2 claims per hour for Executive/Steering Committee claims.
• Communication: Respond to emails within 1 hour during business hours, and by 9 AM the next business day for after-hours emails. Phone calls should be answered within 6 seconds, utilizing auto-answer if needed.
• Escalation Review: Review all claims every 2 days, documenting exceptions in Salesforce for pending actions like service appointments or inspections.
• Evaluation and Research: Use Salesforce and PowerBI to identify trends and evaluate claims, ensuring comprehensive research and validation through tools like global search and email/phone records.
• Solution Presentation: Present three viable solutions for each escalated claim, including at least one recommended action.
• Funding and Payment Management: Manage goodwill fund applications, ensuring proper templates are completed and submitted through the correct channels.
• Process Improvement: Contribute to task rotation and process automation projects, working closely with team leaders to improve workflow efficiency.

Non-Essential Functions

• Collaborate with internal partners like Accounting or Orders to meet escalated claim requirements.
• Assists in documenting updates to the watchlist process and contributes to training materials for process improvements.

• Strong communication skills with an emphasis on clarity and customer service.
• Experience with CRM platforms, especially Salesforce, and analytical tools like PowerBI.
• Ability to analyze trends and make data-driven decisions to support claim resolution.
• Strong attention to detail with a focus on documenting all relevant claim information and actions in Salesforce.

Education and Experience

• 2-4 years of experience in customer service or claims management, preferably within an automotive or technical setting.
• Experience in handling escalated claims
• Experience with CRM systems such as Salesforce 

Physical Demands

• Prolonged periods of sitting and working on a computer.
• Occasionally required to lift items up to 30 pounds.
• Ability to work in a fast-paced, moderately noisy environment, especially during claim evaluations.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.