Extend - Claims Adjudication Specialist

• Serves as the escalation point of contact from outsourced partners, customer support teams and service technician partners. • Investigate and resolve complex claim situations, ensuring decisions align with contract terms and internal policies. • Troubleshoot delays in claims processing, ensuring timely resolutions and enhanced customer satisfaction. • Coordinate service technician dispatching and parts ordering when necessary to support claim resolution. • Resolve escalated customer issues by proposing fair resolutions within policy guidelines and clearly communicating outcomes to the customer. • Maintain detailed and organized documentation of all customer and partner interactions. • Investigate suspected fraudulent claims and report findings as needed. • Recommend process improvements and opportunities to automate routine tasks. • Provide timely responses to claim inquiries via phone and email, in line with established SLAs. • Collaborate with Product and Engineering teams to troubleshoot and escalate unresolved claim issues. • Stay up to date on product offerings, service workflows, and policy updates to better support customers. • Identify and communicate training needs for front-line support teams to improve service quality. • Keep internal systems current with relevant technical issues, customer feedback, and insights. • Preferred Experience, Skills, and Knowledge: • Active adjuster licenses (preferred). • 3-5 years of technical customer service, claims management/adjudication, insurance adjusting, or contact center experience. Claims adjudication preferably in a protection plan environment. • Excellent communication skills, both verbal and written with the ability to convey complex claim details and supporting rationale for decisioning in a clear and concise way both to customers and internal system notations. • Embraces frequent change in processes and technology within a fast-paced environment, demonstrating flexibility and resilience in managing evolving challenges. • Experienced with claims management systems, contact center platforms, and Google suites of products. • Proven ability to to navigate and work effectively across various software systems simultaneously. • Ability to analyze complex issues, identify solutions, and make decisions efficiently. • Thrive in environments of high claim volumes with exponential company growth while maintaining excellent performance and accuracy. • Estimated Pay Range: $45,000 - $55,000 per year salaried*