Senior Warranty Claims Analyst

The Senior Warranty Claims Analyst investigates and processes warranty claims primarily via AKM’s cloud-based Warranty System. This position develops creative solutions to enhance dealer service and identifies opportunities to improve processes and drive efficiencies.

This role will be staffed in either our Lincoln, NE office OR our Lake Forest, CA office.

Duties and Responsibilities:

• Effectively utilizes experience to approve, amend, or deny all warranty claims while following guidelines set forth in the Warranty Policy & Procedures Manual.
• Ensures proper follow-through and resolution on all claims to conclusion.
• Assists dealers in handling unsettled claims.
• Trains dealers in warranty claim filing procedures over phone/e-mail/Zoom/ etc.
• Accurately documents comments pertaining to each claim into the Warranty System.
• Adheres to the departmental goal response time of 2-3 business days.
• Reviews warranty claims history for dealers upon request.
• Consistently builds own technical knowledge of AKM products to increase dealers’ organizational and technical support needs.
• Uses Cognos BI software to query product registration and warranty claim information when needed to support processing duties.
• Receives, examines and documents all parts and accessories returned under a dealer warranty claim.
• Assists in reviewing campaign bulletins and provides feedback as it pertains to dealer warranty claims.
• Identifies, documents, and tests process improvements on the warranty system to ensure the system is efficient and accurate.
• Serves as back up to other warranty team members that may include the following tasks:
• Processes product registrations, customer updates, vehicle status changes, labor rate updates, and KPP extended service contract sales.

Education and Experience:

High school diploma or general education degree (GED) is mandatory; a Bachelor's degree (BA/BS) or equivalent from a four-year college is preferred; and minimum five (5) years related experience and/or training in a warranty claims environment; or equivalent combination of education and experience.

Skills and Qualifications:

To perform this job successfully, you must be able to perform each essential duty satisfactorily. The items listed below are representative of the knowledge, skill, and/or ability required.

• Exhibits excellent oral and written communication skills.
• Demonstrates the ability to successfully prioritize and organize multiple, competing tasks.
• Extremely detail and deadline oriented.
• Brings energy and enthusiasm to group or team efforts.
• Solid knowledge and experience working with Microsoft’s Word, Excel, PowerPoint and Access software.