Job Description
Job Description
The Analyst Fraud, Level 2 works with warranty accounts through email and phone communication to assist in claim entry, claim processing, contract purchasing, assist in audit reviews of claims, answer phone calls through warranty queue, work with HOS agents to assist customers, and any other tasks assigned by the team lead, supervisor, or manager. Will work with different warranty programs, Microsoft Excel, Microsoft Word, and Microsoft Outlook.
May include:
Communicate with dealers and distributors about their warranty behavior
Analyze standard and extended warranty claims submitted by dealers/distributors
Handle all communication via phone and email with assigned warranty accounts
Use Excel to manipulate and explore data
Contact homeowners when necessary to research dealer behavior while keeping homeowners unaware of possible fraud
Support Internal Audits with research, data, and reporting when fraud investigations occur
Work as a member of a team to reach the collective goal of assisting customers with warranty-related questions and issues
Work in cooperation with corporate IT resources to continue to improve Warranty Express and SMP capability and functionality
Work in the Warranty phone queue
Work in SMP to manage and maintain claims and extended warranties.
Help facilitate a reduction of claims coming into the manufacturer’s review by auditing and watching the claiming behavior of each distributor.
Adjust dealer rates and address changes in various warranty systems.
Ensure each distributor is filing claims correctly and work with distributors when needed to help them better understand the claim process and what is required of them.
Ensure dealers can self-submit claims and contracts, if the distributor agrees, and know how to work through the different programs
Perform additional projects/duties to support ongoing business needs.
Nature & Scope:
Works within well-defined instructions
Uses established procedures and works under supervision to perform assigned tasks
Work is closely supervised
Knowledge & Skills:
Strong intellect and aptitude, along with the ability to manage multiple and varied activities.
Good leadership and people skills, effective communication skills, and an ability to prioritize and effectively problem-solve.
Superior ability to understand, analyze and assess a wide variety of complex warranty rules.
Ability to communicate with a wide variety of customers in various positions.
Excellent written and verbal skills. Must be able to organize ideas and answers via phone, email or Excel-based applications.
Strong working knowledge of MS Excel and Outlook
Knowledge of the Goodman AS 400 applications including Mapics, Mincron Warranty, Warranty Express, and SMP.
Superior ability to understand, analyze, and asses a wide variety of complex warranty rules & Customer request.
Excellent written and verbal skills. Must be able to organize and present ideas via phone, email or excel based applications.
Analytical skills including ability to interpret information and make sound recommendations.
Ability to apply good judgment, strong work ethic, and integrity on the job.
Competencies:
Experience:
2-4 years
Education/Certification:
High School diploma or GED equivalent required.
People Management: Yes/No
Physical Requirements / Work Environment:
Must be able to perform essential responsibilities with or without reasonable accommodations
Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States.
The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.