Product Liability Admin Support

Overview

CEF Solutions Inc. is a Consulting Services and Business Process Outsourcing (BPO) company specializing in BPO Operations, Operations Management, Process Engineering and Innovation, Cost Optimization, and Staffing solutions. We take pride in our expertise in providing specialized staffing services, ensuring that clients have access to top talent that aligns with their operational goals. We service some of the largest multinational companies in the world and are expanding quickly by delivering an unmatched end-to-end client experience.

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Job Summary

We are seeking a service-oriented and self-motivated professional to work as a Product Liability Admin Support Associate to support our client. This position is hired as a full-time CEF employee, but you will be working directly with Client specialists and will be responding to various inquiries and claim requests from claimants across email channels to provide exceptional customer experience. The Client is a leading provider of home appliances and HVAC systems, a global manufacturer offering a wide range of products, including air conditioners, refrigerators, washers, and small kitchen appliances. The company focuses on quality, sustainability, and customer satisfaction, and aims to become a top home appliance brand in North America.

Essential Duties and Responsibilities

• Collect, document, and maintain accurate claimant information, including technical reports, picture evidence, and videos as needed by the business
• Responsible for accurately inputting the correct settlement amount into the release form, ensuring alignment with agreed-upon terms and company standards
• Take full ownership of claimant cases, providing end-to-end ownership of claimant communication and prioritizing claims accordingly in a timely manner
• Submit payment for internal processing
• Work collaboratively with team members and other cross-functional teams to resolve complex claims-related issues
• Ensure timely and effective follow-up communication with claimants regarding case updates, utilizing email as the primary communication channel
• Stay current on product knowledge, company policies, and procedures to provide informed support to claimants and ensure compliance
• Continuously seek to improve efficiency in handling customer inquiries and claims, identifying opportunities for process improvements
• Ensure all cases and claimant interactions comply with company policies, industry regulations, and legal requirements

Necessary Knowledge/Skills

• Exceptional investigative, interpersonal, communication, and time management skills with the ability to work in a team environment
• Exceptional customer service skills with the ability to demonstrate empathy and compassion towards customers, handle stressful situations, and bond professionally with frustrated customers
• Familiar with working with basic computer applications, such as Microsoft Word, Excel, Outlook and Zendesk

Physical/Mental Demands and Working Conditions

• Available to respond to urgent claims upon company requests, ensuring thorough review and accurate handling when flagged as priority by the organization
• Operate a computer keyboard and view a video display terminal between 50% - 95% of work time, including prolonged periods
• Requires considerable (90%+) work utilizing high visual acuity/detail, numeric/character distinction, and moderate hand/finger dexterity
• Performs work under time schedules and stress which are normally periodic or cyclical, including time-sensitive deadlines, intellectual challenge, some language barriers, and project management deadlines
• Consistently demonstrates a commitment to policies and procedures, including but not limited to attendance, confidentiality, conflict of interest, and ethical responsibilities

Qualification/Experience

• Bachelor's degree is preferred with more than 1 year of relevant experience in Business Administration, Legal Studies, or Risk Management
• Excellent verbal and written communication skills in English

Work Schedule

• Temporary Work from Home; subject to change upon prior notice. Monday to Friday; 8:00 am – 5:00 pm (Eastern Time)

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