Claims Analyst II - Warranty

Claims Analyst II Warranty

AIG Warranty delivers a full range of service solutions including warranty management administration, extended service contracts and mobile insurance theft/loss programs, customer service support, service network management, claims processing services, and service contract underwriting.

With over 20 years of experience, we are one of the Warranty and Service industry's leading providers, which is why many of the world's largest and most respected brands choose us. When retailers or manufacturers want flexible and innovative service solutions that will ensure the focus of building customer retention and customer satisfaction, they turn to us.

The Claims Analyst Role

Our Claims Analyst work directly with our Service Providers and our Customers to ensure that the project moves forward with the support they need. Claims Analyst are responsible for receiving incoming calls and emails from Service Providers needing authorization for repairs on major appliances, consumer electronics, heating and air, or other home systems. They also research part availability, and ensure pricing and quotes submitted are in line with industry standards. The Claims Analyst verify that failure and repairs are covered under the terms and conditions prior to authorizing the Service Providers to proceed with the project or reserving any payments.

Claims Analyst are the ones our clients turn to in times of need. They act with speed, composure, compassion, and knowledge to solve problems and the work they do every day is the heart of our business.

How You Will Create An Impact

• Answer incoming phone calls and emails from service partners and contract holders seeking repair authorizations, contract and payment statuses, and a variety of other needs.
• Ask the right questions about the claim, evaluating each request to determine if client should repair or replace the product.
• Research claims to determine what coverage options were purchased; make denial/approval of claims per the terms and conditions.
• Adjudicate claims for fair and reasonable repair charges.
• Purchase small appliances, plumbing products, and HVAC equipment if necessary to fulfill contract requirements.
• Maintain knowledge of covered equipment, as relates to the price/replacement value.
• Handle research assignments and reporting as delegated by management.
• Maintain good working relationship during all contacts with clients, even during difficult conversations.
• Take responsibility for continuously improving processes and product knowledge, understanding of program coverage and exclusions.

What You'll Need To Succeed

• A record of providing outstanding customer service
• Excellent written and verbal communication skills with ability to adapt as the need requires
• Experience in conflict resolution, or the ability to de-escalate tense situations, and comfortable in a role that requires some negotiations
• Analytical skills and the ability to search the internet for answers and market data
• Results oriented, and able to perform in a fast-paced environment and perform a wide variety of tasks and change focus quickly as internal and external demands change.
• Excellent organizational skills- flexible with moving from project to project while keeping track of progress
• Professional attitude- we are looking for someone enthusiastic, reliable, and a team player.
• Basic Excel, Word, and Outlook skills
• Excellent interpersonal skills
• Ability to consistently meet deadlines
• Understanding of Warranty or Insurance products is recommended but not required.
• Prior claims experience preferred.
• High school diploma or GED required.

At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.

At AIG, our people are our greatest asset. We know how important it is to protect and invest in what's most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial securityas well as your professional developmentto bring peace of mind to you and your family.

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world's most far-reaching property casualty networks. It is an exciting time to join us across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential.

We're committed to creating a culture that truly respects and celebrates each other's talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG's greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.