Warranty Operations Coordinator – Location: Tampa, FL (Hybrid)

Our Company

Reguard is a best-in-class warranty company founded in 2021.Our organization was launched primarily to serve the furniture market, but we are now expanding into other business sectors. Reguard seeks to revolutionize the warranty business through innovative features and exceptional customer service.

Position Overview:

We are looking to add outperforming talent to the Reguard team to support our business growth. We need an experienced claims and warranty expert who specializes in escalated cases for partner customer service teams, offshore service teams, as well as our consumer and merchant clients. This integral member of the team will use their industry and product knowledge to effectively support and expand Reguard’s claims infrastructure.

Key Responsibilities

• First and foremost - uphold Reguard’s promise to provide world class service
• Adjudicate and resolve escalated claims in a timely and accurate manner to ensure customer satisfaction and adherence to company policies.
• Manage the cancellation process for protection plans, ensuring all necessary steps are followed and customer inquiries are addressed promptly.
• Monitor and analyze claim rejection trends, troubleshoot and implement corrective actions as needed.
• Maintain records of furniture replacements, analyze trends, and identify opportunities for process optimization.
• Serve as the primary point of contact for ordering parts and replacements from third-party service partners, ensuring timely delivery and resolution of customer issues.
• Revise customer service scripts as needed to improve efficiency and effectiveness in addressing customer inquiries and concerns.
• Develop and update manuals to document processes and procedures for customer service and claims adjudication, ensuring accuracy and compliance with regulatory requirements.
• Work with operational stakeholders to establish scalable processes and contribute to their continuous improvement
• Operationalize, oversee and enhance claims adjudication for companies in the service contract, protection plan, warranty or insurance spaces.
• Implement actionable improvements for claims process, service and call centers, championing customer-facing and internal product enhancements
• Clearly communicate to maintain open and effective engagement across all teams and third-party service partners to facilitate efficient claim resolution and customer satisfaction
• Liaison with the customer and explain verbally and in writing the results of an escalated warranty investigation
• Communicate and problem solve with users, merchants and partners via email, inbound phone calls, chats or text via our proprietary and internal systems
• Consistently meet established departmental objectives & key results (OKRs) and performance metrics as defined by management
• Serve as a subject matter expert and resource for the entire Reguard team

Essential Qualifications

• Bachelor’s degree in business administration or related field or equivalent education and work-related experience
• Florida Certified Adjuster Designation (If not currently held, must have ability to obtained within 3 months of hire date) required
• 3 to 5 years of experience working with customer experience (CX) teams
• 3 to 5 years of claims adjudication experience, preferably in a protection service contract or protection plan environment
• Solution-centric with the ability to assess issues with innovative and compliant thinking
• Desire to work with a growing team to scale a proven product
• Strong EQ, the ability to listen with empathy and communicate effectively
• Strong attention to detail with the rigor to verify information
• Technologically proficient and able to learn new systems and create new processes quickly
• Ability to prioritize, multitask and deliver results

EEOC Statement

Reguard provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.