Claims Specialist

About the role

Your primary responsibility will be investigating and resolving warranty claims and return requests. You will serve as the primary point of contact throughout the claims process while gathering facts, evaluating documentation, and making sound decisions based on warranty coverage, company policy, and other available information to substantiate or deny customer claims. This role requires clearly understanding the facts, evaluating the situation, and determining the best resolution for everyone involved. Some claims will be approved, some will require creativity, and others will need to be denied. Your ability to make fair, defensible decisions and communicate them professionally is critical to success. You will work cross-functionally with internal teams and external vendors to investigate issues, identify root causes, and drive timely resolutions. Success in this role requires strong judgment, attention to detail, and the ability to navigate difficult conversations while maintaining positive customer relationships.

Responsibilities

• Investigate and resolve warranty claims and return requests
• Serve as the primary point of contact throughout the claims process
• Gather facts and evaluate documentation
• Make decisions based on warranty coverage, company policy, and available information
• Work cross-functionally with internal teams and external vendors to investigate issues
• Identify root causes and drive timely resolutions

Requirements

• Prior relevant and demonstrated experience required (not an entry‑level position)
• Experience in claims processing, investigations, dispute resolution, military service, law enforcement, account/project management, team leadership, or similar roles requiring independent judgment and decision‑making
• Experience handling escalated customer situations, complaints, disputes, or conflict resolution
• Experience evaluating facts, policies, procedures, or evidence to make recommendations or decisions
• Excellent written communication skills; manage high volume of email communication and clearly explain decisions, expectations, and next steps
• Proficient with basic computer software (G‑Suite, Email, CRM’s, ERP’s, etc.)

Skills

• Enjoys solving complex problems and uncovering the facts needed to make sound decisions
• Comfortable making decisions when information may be incomplete or conflicting
• Remains calm, professional, and confident during difficult conversations
• Understands that great customer service does not always mean saying "yes"
• Comfortable making decisions customers may not agree with when those decisions are fair, justified, and in the best interests of Maddox
• Exercises good judgment; independently evaluates situations, weighs competing factors, and determines appropriate resolutions
• Resourceful and creative when developing solutions that balance customer satisfaction with business objectives
• Maintains composure under pressure and does not shy away from conflict when it needs to be addressed
• Confidently explains and defends decisions while