Claims Investigator - Akron

James Hardie Building Products Inc. is the North American leader in fiber cement home siding and exterior design solutions. Hardie products offer long lasting beauty and endless design possibilities with trusted protection and low maintenance. The company pioneered modern fiber cement building products and continues to invest in innovation to transform the industry. James Hardie is a high-performance organization, with an unwavering commitment to Zero Harm. The company proudly employs a diverse workforce of over 3,000 employees across operations in North America.

As a member of the Claims & Warranty department, the Claims Investigator I reports to the Claims & Warranty Supervisor III/Manager. The Claims Investigator I provides customer service to homeowners, builders/contractors, dealers/distributors and Hardie sales representatives. This position is responsible for answering warranty related questions, comprehensively reviewing performance claims, writing settlements sent to claimants and will also process check requests for claimants. In addition, the Claims Investigator I is responsible for educating Hardie sales representatives, dealers and distributors on claims handling procedures.

Provides customer service and technical support and serves as the main contact at James Hardie for performance complaints by: (50%)

• Answering phone calls and replying to e-mails from customers with warranty related questions on Hardie products; and
• Providing excellent customer service to all complainants; and
• Conducting reviews of performance related claims to determine extent of product warranty's liability; and
• Reviewing site visit photos and corresponding takeoffs to determine if the issue is covered under the terms of the warranty(ies) and how much product is affected; and
• Negotiating remediations with claimants on performance-related claims; and
• Communicating clearly and effectively to claimants on resolution to their claim; and
• Drafting correspondence sent to claimants; and
• Settling claims with claimants in accordance with department policy provisions; and
• Maintains electronic claim file ensuring all required documents are accounted for; and
• Updates Claims Database with any and all new communication with the claimant/authorized party, along with all product types and all other relevant information pertaining to a claim

Maintaining and updating files, claims notes and database and processing appropriate documentations necessary to settle and close a claim by: (35%)

• Meticulously documenting every transaction and conversation performed on each claim; and
• Writing or drafting correspondence sent to claimants; and
• Preparing supervisor approved payments for claimants and e-mailing request to appropriate department for processing; and
• Ensuring all payments and/or credits abide by Sarbanes Oxley (SOX), company and department policy provisions by obtaining supporting invoices, bids and/or receipts; and
• Ensuring files are maintained, updated and assembled in a sequential order of events and with all supporting documentation; and

Educating sales representatives and dealers/distributors on claims handling procedures by: (15%)

• Providing support via phone or e-mail to Hardie sales representatives and dealers/distributors on claims handling procedures; and
• Educating sales representatives during NSRO training sessions on claim forms, installation, warranty and claims handling; and
• Ensures that sales representatives, dealers, and distributors encourage the departments' "customer direct" approach to handled claims quickly and effectively; and

Decision Making:

Gathering background information and preparing prior to negotiating with claimants so that the outcome is favorable to the business and yet the customer feels validated.

Scope of Position:

The Claims Investigator I will have moderate decision-making responsibilities including gathering background information and preparing prior to negotiating with claimants so that the outcome is equitable to the business and the customer. The Claims Investigator I role is to assist customers, dealers, distributors, builders, contractors and sales representatives via phone or email on performance complaints and educating them on better building practices and claims handling procedures. In addition, he/she answers and clarifies the Product Warranty on all Hardie products. The Claims Investigator I engages in comprehensive claims reviews to determine the product's warranty liability and must abide by SOX and department policies.

Knowledge, Skills, and Abilities:

Required:

• Demonstrated customer service experience.
• Exceptional organizational skills and detail oriented.
• Working knowledge of general construction practices and installation of all JH exterior products
• Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, propose quality solutions and diffuse volatile situations on performance-related claims.
• Work effectively with internal associates as well as external customers.
• Work well with all levels of employees and management.
• Communicate information and ideas clearly and concisely in writing; read and understand information presented in writing.
• Speak clearly, concisely and effectively; listen to and understand information and ideas as presented verbally.
• Deal with people in a manner which demonstrates sensitivity, tact and professionalism.
• Ability to work in a fast pace environment.
• Ability to learn quickly and grasp new information.
• Strong verbal and written communication and negotiating skills.
• Ability to develop and guide processes through to closure.
• Competent in using Microsoft word, Excel, PowerPoint, Outlook, Claims Database and the internet.
• Demonstrate ability to meet deadlines, define, measure and evaluate results.
• Demonstrate ability to handle tasks simultaneously and in a timely manner.
• Ability to prioritize and organize assignments as necessary.
• Demonstrate ability to handle confidential material and information in an ethical and professional manner.
• Excellent file maintenance skills.

Education/Experience:

Required:

• Bachelor's degree (B.A) or one to two years related experience and/or training; or equivalent combination of education and experience.
• Minimum of 1 year of construction background preferred.
• Minimum of 2 years of claims or customer service experience preferred

James Hardie Building Products Inc. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, gender, sex, age, national origin, religion, sexual orientation, gender identity/expression, genetic information, veteran's status, marital status, pregnancy, disability, or any other basis protected by law.