Warranty Administrator

About the Role

The Warranty Administrator plays a critical role within the company, working alongside other professionals within the team and across departments. This position serves as an intermediary between service departments, Fleet Warranty Administrators, and manufacturers to ensure a fluent warranty process and timely receipt of warranty payments. The ideal candidate is highly organized, technically proficient, and communicates well with manufacturers, vendors, customers, and shop personnel.

Responsibilities

• Review and assess a large volume of warranty claims submitted by service centers and Fleet Warranty Administrators.
• Verify warranty coverage and eligibility criteria for each claim.
• Ensure claims are processed accurately and in a timely manner.
• Maintain detailed records of claims, including documentation and correspondence.
• Engage with manufacturers to submit prior authorizations and repair direction.
• Follow up with manufacturer warranty personnel on warranty claim payments, short pays, and denials.
• Escalate claim payment variances to warranty manager.
• Communicate with customers and service centers to gather necessary information and resolve claim-related inquiries.
• Provide excellent customer service while managing claim disputes or escalations.
• Conduct quality checks on completed claims to ensure accuracy and compliance with company policies and industry standards.
• Identify and report any fraudulent or improper claims.
• Collaborate with the warranty department to develop and refine warranty policies and procedures.
• Suggest improvements to streamline claim processing and enhance customer experience.
• Maintain detailed and organized records of warranty claims, correspondence, and resolutions.
• Ensure compliance with regulatory and company documentation requirements.
• Perform other duties as assigned.

Qualifications

• Associate's degree or higher preferred.
• Minimum 2 years of experience in warranty claims processing.
• Must have automotive/commercial dealership experience.
• Able to communicate effectively with equipment manufacturers.
• Able to multi-task.
• Ability to work in a team setting as well as independently.
• Proficient with MS Office Suite and computer data processing with an emphasis on Excel.
• Strong analytical and data interpretation skills.
• Some mechanical/technical understanding of medium duty vehicles such as buses and vans preferred.
• Experience with truck, bus, or automotive dealership service writing and understanding of how a service department functions is helpful.
• Excellent communication and customer service skills.
• Professional demeanor and cooperative attitude.
• Highly organized.
• Ability to take direction and maintain a positive attitude.
• Ability to complete assignments in a timely manner.
• Good writing and oral communication skills.
• Ability to collect data, define problems, interpret technical instructions, and reach reasonable conclusions for warrantable repairs.
• Knowledge of warranty regulations and industry best practices preferred.

Physical Requirements

• Work will be performed in an office setting.
• May be required to sit for long intervals and climb stairs.
• Must have good manual dexterity.
• Must have the ability to push, pull, or lift up to 50 lbs.

Benefits

• Competitive benefits including health insurance, paid holidays, and vacation pay.
• Continuous training to provide you the opportunity to develop your full potential and be a true business partner.
• Access to an expansive network of mentors and networking opportunities.
• Top quality technology to assist in your daily responsibilities to allow for more efficiencies to deliver outstanding customer service.