What are the responsibilities and job description for the Claims Coordinator - Fontana position at James Hardie?

James Hardie Building Products Inc. is the North American leader in fiber cement home siding and exterior design solutions. Hardie® products offer long lasting beauty and endless design possibilities with trusted protection and low maintenance. The company pioneered modern fiber cement building products and continues to invest in innovation to transform the industry. James Hardie is a high-performance organization, with an unwavering commitment to Zero Harm. The company proudly employs a diverse workforce of over 3,000 employees across operations in North America.

Position Summary

As a member of the Claims & Warranty department, the Claims Coordinator reports to the Claims & Warranty Supervisor III / Claims Manager. The Claims Coordinator provides customer service to homeowners, builders / contractors, dealers / distributors and Hardie sales representatives. This position is responsible for answering warranty related questions, comprehensively reviewing product claims, administering product claims from beginning to end and processing payments / credits to claimants.

Position Responsibilities

Provides customer service, analytical and administrative support and serves as the main contact at James Hardie for product complaints by : (50%)

Answering phone calls and replying to e-mails from customers with warranty related questions on Hardie products; and
Providing excellent customer service to all complainants and ensuring they are provided with clear instruction on how to initiate a claim; and
Receiving new claims sent to the department via fax, mail or e-mail and overseeing that new claims have all documentation required to review the claim; and
Deciding upon the need for additional data, information, etc, and authorizes the means necessary to obtain the required information; and
Conducting comprehensive reviews of claims to determine extent of product warranty’s liability.
Settling claims with claimants in accordance with department policy provisions; and
Communicating clearly and effectively to claimants on resolution to their claim; and
Forwarding claim information, samples, photos, production codes, etc, to Quality department for further investigation on manufacturing defects; and

Maintaining and updating files, claims notes and database and processing appropriate documentations necessary to settle and close a claim by : (45%)

Meticulously documenting every transaction and conversation performed on each claim; and

Writing or drafting correspondence sent to claimants; and

Preparing supervisor approved payments and credits requests for claimants and e-mailing request to appropriate department for processing; and

Ensuring all payments and / or credits abide by Sarbanes Oxley (SOX), company and department policy provisions by obtaining supporting invoices, bids and / or receipts; and

Ensuring files are maintained, updated and assembled in a sequential order of events and with all supporting documentation; and

Overseeing product returns from dealers and distributors to plants and confirming receipt of delivery; and

Educating sales representatives and dealers / distributors on claims handling procedures by : (5%)

Providing support via phone or e-mail to Hardie sales representatives and dealers / distributors on claims handling procedures; and

Ensuring that sales representatives, dealers and distributors submit supporting information on all claims submitted by them; and

Ensures that sales representatives, dealers and distributors encourage the departments’ “customer direct” approach to handled claims quickly and effectively; and

Quantitative Dimensions

Provide a brief paragraph summarizing this position’s overall accountability. Be sure to include : budget responsibility; impact ($) to the organization; decision-making authority; and other important job criteria)

Decision Making :

Gathering background information and preparing prior to negotiating with claimants so that the outcome is favorable to the business and yet the customer feels validated.

Scope of Position :

The claim Coordinator role is to assist customers, dealers, distributors, builders, contractors and sales representatives via phone or email on product complaints and educating them on better building practices and claims handling procedures. In addition, he / she answers and clarifies the Product Warranty on all Hardie products. The Claims Coordinator engages in comprehensive claims reviews to determine the product’s warranty liability and must abide by SOX and department policies.

Position Requirements

Knowledge, Skills, and Abilities :

Required :

Exceptional organizational skills and detail oriented.

Ability to make a decision or solve a problem by using logic to identify key facts, explore alternatives, propose quality solutions and diffuse volatile situations on complex claims.

Work effectively with internal associates as well as external customers.

Work well with all levels of employees and management.

Communicate information and ideas clearly and concisely in writing; read and understand information presented in writing.

Speak clearly, concisely and effectively; listen to and understand information and ideas as presented verbally.

Deal with people in a manner which demonstrates sensitivity, tact and professionalism.

Knowledge of James Hardie and accompanying warranties.

Ability to work in a fast-paced environment.

Ability to learn quickly and grasp new information.

Strong verbal and written communication and negotiating skills.

Competent in using Microsoft word, Excel, PowerPoint, Outlook, Claims Database (Access) and the internet.

Demonstrate ability to meet deadlines, define, measure and evaluate results.

Demonstrate ability to handle tasks simultaneously and in a timely manner.

Ability to prioritize and organize assignments as necessary.

Demonstrate ability to handle confidential material and information in an ethical and professional manner.

Excellent file maintenance skills.

Excellent typing skills (40 wpm).

Education / Experience :

Required :

Bachelor’s degree (B.A) or one to two years related experience and / or training; or equivalent combination of education and experience.

Minimum of a year of construction background preferred.

What You’ll Receive :

At James Hardie, we recognize that our success depends on our people. We've worked hard to build a generous and competitive benefits program that demonstrates our commitment to our employees.

Comprehensive low-cost co-pay Health Insurance; medical, dental, prescription, and vision insurance benefits for every 30 hour full-time employee. Insurance starts on day one!

401 (k) Retirement plan that will match 100% of employees saved dollars up to the first 6% of your salary

Paid holidays, paid vacation including Jury Duty and bereavement leave

Wellness Program

Employee Assistance Program

Parental Leave

Community Involvement & Sustainable Solutions - Fire Resistant Siding to Help Rebuild the Grizzly Flats Community | James Hardie

And more

Apply now and come “home” to Hardie!

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James Hardie Building Products Inc. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, gender, sex, age, national origin, religion, sexual orientation, gender identity / expression, genetic information, veteran's status, marital status, pregnancy, disability, or any other basis protected by law.

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