Service Administration and Claims Officer

This individual will be responsible for accurately processing first-year manufacturers’ warranty claims, submitting supplier payments, and performing various administrative functions within the department, while ensuring compliance with both internal and external service standard

Main duties and responsibilities
• Update customers with daily SMS messages about their repairs within 24hrs of job being logged.
• Update customers via SMS messages about exchange approval.
• Provide Regional Claims Unit with supporting documentation to process claims for Jamaica (e.g.
part cost, pictures, and technician’s report).
• Continuous follow-ups with Regional Claims Unit regarding claims status and parts ordered.
• Provide updates on claims status and parts to the relevant departments within Technical
Services.
• Ensure that first year manufacturer warranty claims are compiled and submitted electronically to
the respective Regional Claim Unit.
• Seek whole unit exchange approval from suppliers.
• Liaise with the Service Management Unit and technicians provide accurate documents needed to
process claims.
• Forward missed claims to RTG billing team for technicians to be billed accordingly
• Ensure supplier invoices are authorized by department head and issued to the accounts unit.
March 3, 2017 Prepared by: Technical Services HOD Approved by:
• Email suppliers with details of paid invoices.
• Maintain records of all submitted, approved and denied claims.
• Prepare and submit missed claims by Region/Technician report monthly.
Other duties
• The jobholder will be asked to perform any other related duties that may be assigned.
Key Performance Indicators
1. Maintain a 100% submission and receipt hit-rate on claimable warranty cases.
2. >Achieve 3. Achieve and maintain a 100% compliance hit rate on the submission and updating of claims
related summary reports.
4. Achieve 

Required skills and experience
• Strong customer service skills.
• Strong interpersonal skills.
• Computer and numerate skills.
• Effective oral and written communication skills.

Required Personal Characteristics
• Ability to manage stress
• Team player
• Ability to use own initiative and work independently
• Results and details oriented

Required Education
• Degree in Business or related subject
• Certificate in Office Administration/ Office Procedures
• Minimum of 2 year’s customer service experienc