Product Warranty Specialist

Product Warranty Specialist I

Location: Hybrid – Lehi 84043

Duration: 6 Months (Possible Extension)

Pay Rate: $21/hour on W2

Schedule: Standard Business Hours

Job Summary

The Product Warranty Specialist I supports the Claims Operations team throughout the claims adjudication process. This role is responsible for reviewing claims, interpreting contract terms and conditions, determining coverage eligibility, identifying product failures, assessing liability, and communicating claim decisions to homeowners.

The ideal candidate will have strong analytical skills, customer service experience, and the ability to manage high-volume claim activity in a fast-paced environment. This position also supports contractor coordination, escalated claim resolution, and customer retention through coverage plan recommendations.

Key Responsibilities

• Respond to a high volume of claim authorization requests in a professional and timely manner.
• Review and evaluate claims for eligibility based on diagnosis details, product information, tenure, and contract terms.
• Interpret contract language and determine claim coverage and adjudication outcomes.
• Process cash settlement offers and contractor dispatch requests while ensuring contractor pricing compliance.
• Clearly communicate claim decisions, coverage details, and next steps to homeowners.
• Maintain adherence to call center performance metrics and quality assurance standards.
• Conduct timely follow-ups to ensure claims progress through completion.
• Collaborate with internal departments to support accurate claim review, resolution, and closure.
• Assist with remediation efforts for escalated or sensitive claims as part of a specialized support team.
• Provide escalation support and subject matter expertise to contact center teams.
• Review customer coverage plans and recommend add-on plans to maximize customer benefits.

Required Qualifications

• High school diploma or equivalent required.
• 2–4 years of experience in claims authorization, claims processing, or customer service/contact center environments preferred.
• Strong ability to manage multiple priorities while meeting strict deadlines and service standards.
• Excellent communication and interpersonal skills with the ability to handle difficult conversations professionally.
• Strong analytical, problem-solving, and decision-making abilities.
• Experience with negotiation, mediation, and conflict resolution preferred.
• Ability to explain complex issues clearly and concisely to customers.
• Proficiency in Microsoft Office applications including Excel, Word, and PowerPoint.
• Adaptable and comfortable working in a fast-paced environment.
• Strong teamwork and collaboration skills.
• Previous upselling or objection-handling experience preferred.

Preferred Skills

• Claims adjudication experience
• Warranty or home service industry background
• Customer retention and service recovery experience
• Contractor coordination experience