Claims Analyst

What You'll Do

• In consultation, with OGC attorney, responsible for resolving legal claims from investigation to completion in a timely and professional manner
• Responsible for contacting customers, dealerships, and other entities to investigate and respond to the claim
• Cook up the Legal claim after appropriate investigation and final decision reached with management
• Proactively handle pre-litigation matters to best serve the customer while also protecting the Company
• Establish and maintain a strong working relationship with facing Region(s) and other business divisions
• Communicate timely, professional, and grammatically correct responses to customers and dealer personnel
• Portray a knowledgeable and courteous impression to customers and dealer personnel
• Handle challenging calls and emails while avoiding escalation whenever possible
• Continuously improve call handling skills, system knowledge, legal analysis, and communication skills, thus, enhancing customer satisfaction and service level results
• Identify and relay areas for improvement within the program to management
• Document each claim contact in the appropriate system and create/maintain all contact communications in an electronic case file
• Electronically file the matter for long-term retention
• Generate dealership payment codes for repairs and other costs
• Negotiate and resolve settlement offers and payouts
• Identify vehicle issue trends and report them to management, Design Analysis Engineers, and Automotive Safety Office for specific recalls and other safety measures
• Utilize applicable law when assessing claims for review
• Meet with management to provide input for process improvements, litigation prevention, and retaining customer loyalty
• Cook up vehicle buybacks between a dealership, Ford RAV, and the customer for re-acquired vehicle processing
• Utilize the following systems for case review and processing: GCCT, FMMS, G-Camp, AWS, OASIS, ESP, GCQIS, Morley RAV Portal

Requirements

• Bachelor's degree or equivalent combination of relevant education and experience
• Experience speaking to a variety of different stakeholders
• Comfortable with computers and business systems, and able to learn new programs and databases quickly
• Excellent interpersonal and communication skills
• Ability to comprehend and learn technical and automotive concepts
• Sharp attention to detail and strong critical thinking

Qualifications

• Prior claims analysis experience
• Working knowledge of automotive industry

Skills

• Legal experience

Benefits

Immediate medical, dental, vision and prescription drug coverage
Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more
Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more
Vehicle discount program for employees and family members and management leases
Tuition assistance
Established and active employee resource groups
Paid time off for individual and team community service
A generous schedule of paid holidays, including the week between Christmas and New Year’s Day
Paid time off and the option to purchase additional vacation time.

Pay

This position is a salary grade 8 and ranges from $99,100-$166,200. Final determination of salary grade will be based on candidate's skills and experience, and base salary will be set within the applicable range according to job scope, responsibility and competitive market value.

Schedule

This position is hybrid. Candidates who are in commuting distance to a Ford hub location may be required to be onsite four or more days per week.