ESP Claims Payment Analyst

TeleTech Holdings, Inc.; Melbourne (FL); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Percepta is seeking a Claims Payment Analyst in Melbourne, Florida to handle Ford and Lincoln Protect claims. You will review claims in the Ford payment system (OWS) and determine eligibility, pay dealers when compliant, or explain denials/adjustments.

This role requires a mechanical automotive background and strong communication skills to coordinate with dealerships. You will also analyze manually paid claims, balance policy with dealer satisfaction, and identify improvements.

Qualifications

• High School diploma or equivalent required. Some college coursework desired.
• Previous Ford and Lincoln Protect or Warranty claims knowledge is desirable.
• Mechanical automotive background required.
• Familiarity with OASIS and ACESII is desired, but not required.
• Excellent written and verbal communication skills.

Responsibilities

• Review claims received in Ford's claim payment system (OWS) to determine policy guideline adherence.
• If guidelines met, pay the claim to the dealer.
• If not, communicate rationale for denial or adjustment to the dealership.
• Analyze claims that require manual payment for eligibility.
• Balance Ford and Lincoln Protect policy with dealer satisfaction when paying or rejecting claims.
• Recognize system issues and forward to OWS team or leadership for corrections.
• Analyze various claims reports to determine validity and communicate charge-backs to dealers per business rules.
• Assist the Ford and Lincoln Protect Claims hotline with questions regarding program guidelines.
• Provide backup support to Prior Approval operations when needed.
• Identify process improvements and best practices.

Skills

Customer service

Communication

Time management

Analytical thinking

Attention to detail

Multitasking

Problem solving

Automotive knowledge

Education

High School diploma or equivalent

Some college coursework

Tools

OASIS

ACES II

Job description

Claims Payment Analyst

At Percepta, we bring first-class service across each market we support. As a Claims Payment Analyst in Melbourne, Florida, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

The claims payment analyst is responsible for the overall handling (reviewing, approving, and denying) of Ford and Lincoln Protect claims submitted by Ford, Lincoln and participating dealerships. Claims are received through a variety of sources (i.e. system, reports generated by Ford, manual reviews, etc)

What You’ll Be Doing

• Review claims received in assigned sort groups via Ford Motor Company's claim payment system (OWS) to determine if claim meets Ford and Lincoln Protect policy guidelines.
  
  
  
  • If all policy guidelines are met, the Claims Analyst is responsible for paying the claim to the dealer.
  
  
  • If claim fails to meet Ford and Lincoln Protect policy, communicate the rationale for why a claim will be denied or adjusted to the dealership.
  
  
  
  


• Analyze claims that require manual payment to determine eligibility.
  
  
  
  • Exercise sound judgment in balancing Ford and Lincoln Protect policy and dealer satisfaction when making determination to pay or reject.
  
  
  • Recognize system issues and forward to OWS team or leadership for system correction
  
  
  
  


• Analyze various claims reports to determine if claims are valid. Communicate any claim charge backs to dealer based on Ford and Lincoln Protect business rules.


• Assist the Ford and Lincoln Protect Claims hotline with questions and concerns regarding program guidelines.


• Provide backup support to Prior Approval operations when needed.


• Identify process improvements and best practices as needed.


• Complete additional tasks and projects as assigned

What You Bring to the Role

• High School diploma or equivalent required. Some college coursework desired.


• Previous Ford and Lincoln Protect or Warranty claims program knowledge is desired.


• Mechanical automotive background required.


• Familiarity with OASIS and ACESII is desired, but not required.


• Excellent written and verbal communication skills.


• Mechanical automotive background required.


• Excellent time management skills/organizational skills.


• Effective analytical and problem-solving skills


• Attention to detail is required


• Displays professionalism and a positive attitude


• Ability to effectively communicate with customers, managers, and coworkers.


• Ability to multitask and prioritize assignments

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily.

At Percepta, we:

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.


• Service beyond self – We serve others—clients, customers, and teammates with care and integrity in every interaction.


• Leave it better – We take ownership and leave every process, person, and place better than we found it.


• Win together – We succeed as one—celebrating, supporting, and showing up for each other.


• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.
  

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work.

As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vista points and allows every individual to bring value to the table in their unique way.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

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