Warranty Claims Center Agents

Job description

Accenture Flex offers you the flexibility of fixed duration project-based work powered by Accenture, a leading global professional services company. Accenture is consistently recognized on FORTUNE's 100 Best Companies to Work For and DiversityInc's Top 50 Companies for Diversity lists.

As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accenture's clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today's biggest business challenges. You will receive competitive rewards and access to benefits programs and world-class learning resources.

Descriptions

The Warranty Claims Agent is responsible for processing Dealer Warranty Claims for a major US-based OEM. These claims will be assessed for payment against the OEM's warranty policy on basis of technical merit and thoroughness. The Agent is expected to provide live-support to the OEM's Dealers with questions related to submitted warranty claims.

The Dealer Communication and Support Agent is responsible for providing Hotline, Chat, and Online Support to the Automotive OEM's Dealership Network. These interactions will be conducted via phone, chat, or online Q/A portal. Preferred candidates will possess 2-3 years of relevant Automotive Dealership and/or Customer Support experience.

The PTSC Authorization Agent is responsible for the authorization of Dealer Warranty repairs for a major US-based OEM. These repair requests will be submitted live from the Dealer and assessed again the OEM's warranty policy on basis of technical merit and thoroughness. The Agent is expected to provide live support to the OEM's Dealers with questions related to submitted pre-authorization request.

RESPONSIBILITIES

· Training, mentoring, and managing subordinate Contact Center Claims Agents.
· Review warranty claim documentation provided by an Automotive Dealership for completeness and accuracy.
· Decision payment eligibility against documented policy guidelines.
· Provide Q/A support to the Automotive Dealerships relevant to submitted warranty claims.
· Collaborate with the WCC Manager to implement corrective/preventive actions, when needed.
· Provide coverage for agents' positions during unplanned absences.
· Provide ad-hoc, flexible support as assigned by the Warranty Contact Center Manager.

Desired profile

Qualifications :

Basic Qualification

·  Minimum of 12 months Automotive industry experience
·  Minimum of 12 months experience in claim assessing, pre-authority, warranty audits
·  Fluent verbal and written English language skills

Preferred Qualifications

·  Experience in automotive claims handling (repair order coding, claims assessment, pre-authorization, or warranty audits).
·  Knowledge of automotive diagnosis (mechanical and electronic) and the after-sales process.
·  Knowledge of technical documentation (e.g., technical manuals, service bulletins, recall campaigns).
·  Professional presence, communication, and written language skills for interaction with North American Automotive Dealers.
·  PC literacy (e.g., MS Office products such as Outlook, Word, Excel).

HS Diploma or GED Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture.

Equal Employment Opportunity Statement Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. Our rich diversity makes us more innovative, more competitive and more creative, which helps us better serve our clients and our communities. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Accenture is committed to providing veteran employment opportunities to our service men and women. For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement Requesting An Accommodation.

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired. If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter. Other Employment Statements Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.