Product Claims Analyst

Product Claims Analyst
Location: United States
Remote
Job Requisition
04F32

Job Description:

Product Claims Analyst

At Percepta, we bring first-class service across each market we support. As Product Claims Analyst working remotely, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing

The Legal Analyst is responsible for investigating and resolving legal claims in a timely and professional manner. The Legal Analyst is responsible for communicating with customers and dealerships via phone and written communication. The Legal Analyst is responsible for learning and executing the complete product liability handling process and meeting expected customer service levels and business performance goals.

During a Typical Day, You’ll

Consumer Litigation and Claims

• In consultation, with corporate attorney, responsible for resolving legal claims from investigation to completion in a timely and professional manner

• Responsible for contacting customers, dealerships, and other entities to investigate and respond to the claim

• Responsible for coordinating vehicle inspections with customers, dealerships, and field operations

• Close the Legal claim after appropriate investigation and final decision reached with management

• Proactively handle pre-litigation matters to best serve the customer while also protecting the Company

• Establish and maintain a strong working relationship with facing Region(s) and other business divisions

• Communicate timely, professional, and grammatically correct responses to customers and dealer personnel

• Portray a knowledgeable and courteous impression to customers and dealer personnel

• Handle challenging calls and emails while avoiding escalation whenever possible

• Continuously improve call handling skills, system knowledge, legal analysis, and communication skills, thus, enhancing customer satisfaction and service level results

• Identify and relay areas for improvement within the program to management

• Be responsive to and execute process improvement/enhancement programs

• Document each claim contact in the appropriate system and create/maintain all contact communications in an electronic case file

• Electronically file the matter for long-term retention

• Generate dealership payment codes for repairs and other costs

• Negotiate and resolve settlement offers and payouts

• Identify vehicle issue trends and report them to management, Design Analysis Engineers, and Automotive Safety Office for specific recalls and other safety measures

• Utilize applicable law when assessing claims for review

• Prepare and present cases for case assessment meetings before management, attorneys, and colleagues on a regular basis

• Meet with management to provide input for process improvements, litigation prevention, and retaining customer loyalty

• Coordinate vehicle buybacks between a dealership, Ford RAV, and the customer for re-acquired vehicle processing

• Utilize the following systems for case review and processing: GCCT, FMMS, G-Camp, AWS, OASIS, ESP, GCQIS, Morley RAV Portal.

Work Environment and Personnel Development

• Support and sustain a positive work environment that fosters team performance through own work and behavior

• Be receptive to performance feedback and work on improving own skills

• Help identify and resolve conflicts with sensitivity and tact

Miscellaneous

• Work on activities and/or projects as requested by Manager

What You Bring to the Role

Education

• College Degree required

Experience

• Minimum twelve (12) months experience in customer service; phone customer service experience.

• Minimum 1 year Paralegal experience

• Claim adjuster experience preferred, but not required

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta:

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.

• Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.

• Leave it better – We take ownership and leave every process, person, and place better than we found it.

• Win together – We succeed as one—celebrating, supporting, and showing up for each other.

• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

#LI-Remote