Product Claims Analyst

Percepta LLC; Northern (KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Percepta LLC is seeking a Product Claims Analyst to work remotely in the United States. The role involves investigating and resolving legal claims, communicating with customers and dealerships, and managing the entire claims lifecycle with attention to service levels.

The candidate will learn the product liability handling process, document interactions, and collaborate with attorneys and management to improve outcomes and customer satisfaction.

Qualifications

• College degree required and strong communication skills.
• At least 12 months in customer service; phone experience.
• Paralegal experience preferred but not required.

Responsibilities

• Investigate and resolve legal claims in a timely and professional manner.
• Contact customers and dealerships to investigate and respond to claims.
• Coordinate vehicle inspections with customers, dealerships, and field operations.
• Document each claim in the appropriate system and maintain electronic case files.
• Prepare and present cases for assessment meetings with management and attorneys.

Skills

Customer service

Phone support

Legal analysis

Education

College Degree

Tools

GCCT

FMMS

G-Camp

AWS

OASIS

ESP

GCQIS

Morley RAV Portal

Job description

Job Description - Product Claims Analyst (04F32)

Requisition Title

Product Claims Analyst ( 04F32 )

United States

Product Claims Analyst

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

What You’ll Be Doing

The Legal Analyst is responsible for investigating and resolving legal claims in a timely and professional manner. The Legal Analyst is responsible for communicating with customers and dealerships via phone and written communication. The Legal Analyst is responsible for learning and executing the complete product liability handling process and meeting expected customer service levels and business performance goals.

During a Typical Day, You’ll

Consumer Litigation and Claims

In consultation, with corporate attorney, responsible for resolving legal claims from investigation to completion in a timely and professional manner

Responsible for contacting customers, dealerships, and other entities to investigate and respond to the claim

Responsible for coordinating vehicle inspections with customers, dealerships, and field operations

Close the Legal claim after appropriate investigation and final decision reached with management

Proactively handle pre-litigation matters to best serve the customer while also protecting the Company

Establish and maintain a strong working relationship with facing Region(s) and other business divisions

Communicate timely, professional, and grammatically correct responses to customers and dealer personnel

Portray a knowledgeable and courteous impression to customers and dealer personnel

Handle challenging calls and emails while avoiding escalation whenever possible

Continuously improve call handling skills, system knowledge, legal analysis, and communication skills, thus, enhancing customer satisfaction and service level results

Identify and relay areas for improvement within the program to management

Be responsive to and execute process improvement/enhancement programs

Document each claim contact in the appropriate system and create/maintain all contact communications in an electronic case file

Electronically file the matter for long-term retention

Generate dealership payment codes for repairs and other costs

Negotiate and resolve settlement offers and payouts

Identify vehicle issue trends and report them to management, Design Analysis Engineers, and Automotive Safety Office for specific recalls and other safety measures

Utilize applicable law when assessing claims for review

Prepare and present cases for case assessment meetings before management, attorneys, and colleagues on a regular basis

Meet with management to provide input for process improvements, litigation prevention, and retaining customer loyalty

Coordinate vehicle buybacks between a dealership, Ford RAV, and the customer for re-acquired vehicle processing

Utilize the following systems for case review and processing: GCCT, FMMS, G-Camp, AWS, OASIS, ESP, GCQIS, Morley RAV Portal.

Work Environment and Personnel Development

Support and sustain a positive work environment that fosters team performance through own work and behavior

Be receptive to performance feedback and work on improving own skills

Help identify and resolve conflicts with sensitivity and tact

Work on activities and/or projects as requested by Manager

What You Bring to the Role

Education

College Degree required

Experience

Minimum twelve (12) months experience in customer service; phone customer service experience.

Minimum 1 year Paralegal experience

Claim adjuster experience preferred, but not required

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:

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.

From its inception, Percepta LLC 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 wesupport.