Home-Based Claims Representative

Home-Based Claims Representative page is loadedHome-Based Claims Representative Apply locations Remote, Philippines time type Full time posted on Posted 2 Days Ago job requisition id JR

It's fun to work in a company where people truly BELIEVE in what they're doing

We're committed to bringing passion and customer focus to the business.

The DCX Client Services - Home-Based Claims Representative will be responsible for investigating and resolving customer claims related to branded and imprinted merchandise. These claims may include imprinting errors, delivery delays, pricing discrepancies, incorrect products, or issues affecting overall product quality and integrity.

REQUIRED CORE COMPETENCIES

• A highly proficient communicator in both spoken and written English

• Strong organizational and time management skills

• Excellent attention to detail and analytical skills

• Excellent problem-solving skills

• Ability to prioritize, multitask, be flexible, and meet deadlines

WHAT YOU WILL DO

• Claims Investigation: Manage and investigate incoming customer claims related to promotional product orders, including but not limited to Incorrect or missing imprints, damaged or defective products, late or misdelivered shipments, pricing discrepancies, or billing concerns

• Cross-Departmental Collaboration:
  Work closely with internal departments such as Production, Art, Sales, Shipping, and Customer Service to gather relevant information, identify the root cause, and determine the appropriate resolution.

• Customer Communication:
  Communicate with customers professionally and empathetically throughout the claims process. Provide updates, explain investigation findings, and present resolution options.

• Resolution Execution:
  Coordinate and process claims resolutions, including product reprints, credits, refunds, replacements, or discounts, in alignment with company guidelines and authorization levels.

• Documentation & Reporting:
  Maintain accurate and thorough documentation of all claims, outcomes, communications, and resolution actions within internal systems. Assist in preparing trend reports and contributing to process improvement initiatives.

• Quality Feedback Loop:
  Identify recurring issues and escalate them to the Claims Manager to help drive improvements in product quality, vendor accountability, and fulfillment accuracy.

WHAT WE LOOK FOR

• Experience: Minimum 2 years of experience in customer service, claims resolution, or order investigation, ideally within the promotional products industry or a similar custom manufacturing environment.

• Strong analytical and investigative skills

• Excellent verbal and written communication abilities

• Ability to handle sensitive situations with professionalism and empathy

• High attention to detail and strong organizational habits

• Comfortable navigating multiple systems, including order management and CRM platforms

• Ability to manage multiple claims simultaneously in a fast-paced environment

• Education: High school diploma or GED required.

• Familiarity with the promotional products lifecycle, including customization methods (e.g., screen printing, embroidery, pad printing, etc.)

• Experience working with vendors, decorators, and fulfillment partners

• Proficiency in ERP and CRM systems used in the promotional products industry

WHAT WE OFFER

• Salary Range: Php 35,000

• Industry: Promotional Products

• Job Type: Full-time

• Work Shift: 8:00 AM - 5:00 PM EST (USA)

• Workdays : Monday through Friday (USA)

• Benefits of working with us:

• Industry-leading salary packages

• Permanent work-from-home setup

• Company equipment provided

• Internet stipends upon regularization

• HMO Coverage

• PTO credits and service incentive leaves

• Major spring and winter company live events

• Monthly employee appreciation virtual events

• Company-provided career skills training courses

• A company culture focused on your personal and professional growth

WHO WE ARE

DCX stands out as a leading BPO (Business Process Outsourcing) company that takes pride in assisting growth-focused small and medium-sized businesses across the United States to discover the perfect global talent to enhance their teams.

At DCX, our core beliefs center around fostering growth and making hiring easy. We are dedicated to helping business owners, executives, and industry leaders, primarily within the promotional products industry, in their search for superstar team members.

If you are on the lookout for a company that values growth and places a strong emphasis on its people-centered culture, then DCX is the place for you. As we say around here, LET'S GROW

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us

DCX is an industry leading, offshore BPO company. We help ambitious US businesses grow and scale by equipping them with highly trained global talent, designed to help them overcome hiring challenges and add that much-needed layer of support for their team.