ESP Claims Payment Analyst

Location: Melbourne, Florida

About the role

As a Claims Payment Analyst, you’ll be responsible for the overall handling—reviewing, approving, and denying—of Ford and Lincoln Protect claims submitted by Ford, Lincoln, and participating dealerships. Claims are received through a variety of sources, including systems, reports generated by Ford, and manual reviews.

Responsibilities

• Review claims received in assigned sort groups via Ford Motor Company's claim payment system (OWS) to determine if the claim meets Ford and Lincoln Protect policy guidelines.
• Pay the claim to the dealer if all policy guidelines are met.
• Communicate the rationale for denying or adjusting claims that fail to meet Ford and Lincoln Protect policy to the dealership.
• Analyze claims requiring manual payment to determine eligibility.
• Exercise sound judgment in balancing Ford and Lincoln Protect policy and dealer satisfaction when deciding to pay or reject a claim.
• Recognize system issues and forward them to the OWS team or leadership for correction.
• Analyze various claims reports to determine claim validity.
• Communicate any claim chargebacks to the dealer based on Ford and Lincoln Protect business rules.
• Assist the Ford and Lincoln Protect Claims hotline with questions and concerns regarding program guidelines.
• Provide backup support to Prior Approval operations when needed.
• Identify process improvements and best practices as needed.
• Complete additional tasks and projects as assigned.

Requirements

• High School diploma or equivalent required; some college coursework desired.
• Previous Ford and Lincoln Protect or Warranty claims program knowledge is desired.
• Mechanical automotive background required.
• Familiarity with OASIS and ACESII is desired, but not required.
• Excellent written and verbal communication skills.
• Excellent time management and organizational skills.
• Effective analytical and problem-solving skills.
• Attention to detail is required.
• Displays professionalism and a positive attitude.
• Ability to effectively communicate with customers, managers, and coworkers.
• Ability to multitask and prioritize assignments.

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta specializes in creating customer loyalty for clients across the globe. Delivered in multiple channels and speaking multiple languages, we bring first-class service to each market we support. Our values are the heartbeat of our organization:

• We Lead with humility – We listen first, lead with empathy, and stay grounded so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
• Leave it better – We take ownership and leave every process, person, and place better than we found it.
• Win together – We succeed as one, celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.