Claims Resolution Specialist

2 weeks ago

Pasay, National Capital Region, Philippines beBeeClaimsResolution Full time ₱35,000 - ₱50,000
Job Opportunity

We are seeking a detail-oriented Claims Resolution Specialist to join our team. As a Claims Resolution Specialist, you will be responsible for investigating and resolving customer claims related to branded merchandise. These claims may include imprinting errors, delivery delays, pricing discrepancies, incorrect products, or issues affecting overall product quality and integrity.

  • A highly proficient communicator in both spoken and written English is required
  • Strong organizational and time management skills are necessary
  • Excellent attention to detail and analytical skills are essential
  • Excellent problem-solving skills are needed
  • Ability to prioritize, multitask, be flexible, and meet deadlines is a must
Key Responsibilities:
  • 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.
Requirements:
  • 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

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