Remote Claims Investigator

Job Title: Remote Claims Investigator

We are seeking an experienced and skilled remote claims investigator to join our team. As a claims specialist, you will be responsible for investigating and resolving customer claims related to branded and imprinted merchandise.

This is a full-time position that requires strong analytical and problem-solving skills, as well as excellent communication and interpersonal skills. You will 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.

Key Responsibilities:

• 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:

• 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

• 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

Benefits:

• Full-time remote work arrangement

• Competitive salary package

• HMO coverage

• PTO credits and service incentive leaves

• Monthly employee appreciation virtual events

• Company-provided career skills training courses

• A company culture focused on personal and professional growth

About Us:

We are a leading BPO 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.

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 we are the place for you.