Home-Based Claims/Resolutions Representative
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Job Description
Home-based Claims/Resolutions Representative investigating promotional product order claims for a U.S.-focused BPO. Managing customer resolutions, documentation, and quality improvements.
Responsibilities:
- Manage and investigate incoming customer claims related to promotional product orders
- Review incorrect or missing imprints, damaged or defective products, late or misdelivered shipments, pricing discrepancies, and billing concerns
- Collaborate with Production, Art, Sales, Shipping, and Customer Service departments
- Identify claim root causes and determine appropriate resolutions
- Communicate investigation updates, findings, and resolution options to customers
- Coordinate and process reprints, credits, refunds, replacements, and discounts
- Ensure resolutions align with company guidelines and authorization levels
- Maintain accurate documentation of claims, outcomes, communications, and resolution actions
- Assist with trend reports and process improvement initiatives
- Identify recurring issues and escalate them to the Claims Manager
- Help improve product quality, vendor accountability, and fulfillment accuracy
Requirements:
- High school diploma or GED required
- 2 years of experience in customer service, claims resolution, or order investigation
- Strong verbal and written English communication skills
- Ability to work overnight/graveyard shifts in Philippine time or within US operating hours
- Comfortable navigating order management, ERP, and CRM platforms
- Proficient in Microsoft Office (Word, Excel, Outlook) and Google Workspace
- Familiarity with promotional products lifecycle and customization methods, including screen printing, embroidery, and pad printing
- Experience working with vendors, decorators, and fulfillment partners
- Strong analytical and investigative skills
- Ability to handle sensitive situations with professionalism and empathy
- Ability to manage multiple claims simultaneously in a fast-paced environment
Benefits:
- Industry-leading salary packages
- Permanent work-from-home setup
- Company equipment provided
- Government-mandated benefits employer share
- Internet stipends upon regularization
- HMO Coverage upon regularization (with an option to enroll as early as Day 1)
- PTO credits and service incentive leaves
- Major spring and winter company live events
- Monthly employee appreciation virtual events
- Company-provided career skills training courses
- A company culture focused on your personal and professional growth
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