Innovalus
Location
Chennai | India
Job description
Job Description Key Responsibilities Act as Job Description's primary advocate, ensuring Job Description upholds its commitment to provide world-class service. Champion customer-facing and internal product enhancements to deliver a stellar purchase, ownership, and claims experience for Job Description clients. Collaborate across teams to optimize the customer experience. Meet established departmental Objectives & Key Results (OKRs) and performance metrics defined by management. Suggest actionable improvements for our claims process, product offerings, and call centers. Oversee, operationalize, and enhance the claims adjudication process for companies, ideally in the service contract, protection plan, warranty or insurance spaces. Gain unique insights into the operations and scaling strategies of businesses on Job Description's platform, as well as into optimizing end-consumer experience. Become a warranty claims expertise resource for the entire Job Description team. Key Qualifications 3+ years of experience working with customer experience (CX) teams. 2+ years of claims adjudication experience, preferably in a protection service contract or protection plan environment. Technologically proficient with the ability to learn new systems and create new processes quickly. Ability to prioritize, multitask, and deliver results. Strong attention to detail with the rigor to verify information. Ability to communicate effectively. Support Tasks Adjudication of warranty claims. Administration of warranty escalations to resolution. Verbally and in writing, explain the results of an escalated warranty investigation. Answer internal and external warranty related questions. Learn about an ever-changing technical product and explain its benefits. Periodically review adjudicated claims in accordance with program terms and conditions to affirm agents' decision-making. Communicate and problem-solve with internal teams by email, chats or text via our proprietary and internal systems. Work closely with operational stakeholders to establish scalable processes and contribute to their continuous improvement. Let me know if you'd like any additional adjustments!
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