Claims Specialist - Gold Service Extras (12-Months)

As the Claims Specialist - Gold Service Extras team member within the Customer Solutions -Post Sales Support team, you will be responsible for improving the Gold Service Extras program's efficiency and reduce claims costs by investigating charges, identifying and sharing process breakdowns and holding internal and external stakeholders to account where costs are not warranted.

Key responsibilities include, but are not limited to:

• Reconciling, analysing, and investigating all Gold Service Extra (GSE) repair and replacement costs to ensure costs are valid.
• Seeking reversal of claims from vendors where their claim rejection is not warranted or unreasonable. This includes investigating case history where relevant, preparing and issuing appropriate communication to vendors and following up in a timely manner.
• Seeking underwriter support where underwriter costs are incorrectly incurred by Gold Service Extras.
• Where reversing a claim rejection is approved, supporting the processing of that reversal and where not approved report log and escalate as required to drive vendor or process improvement.
• Identifying internal processing errors and ensure internal stakeholders are held to account, including where appropriate, recovery of costs incorrectly incurred by Gold Service Extras.
• Where possible, identify and arrange reprocessing of cases and claims to avoid costs being incurred by Gold Service Extras incorrectly.
• Identifying, investigating and seeking resolution to system or process errors that may result in avoidable Gold Service Extras costs. This includes Customer Experience, Reverse Logistics, Supply Chain, POS, CRM, and Accounts.
• Collaborating with key stakeholders where system and process improvements may reduce systemic issues identified.
• Preparing and presenting reporting to key stakeholders illustrating the sources of Gold Service Extras claim costs and achievements in reducing those costs.

To be successful in this role, you will have:

• Proficiency in financial and data analysis, including excel and other reporting tools.
• Experience in reverse logistics and/or vendor management
• Retail/Supply Chain experience, preferred 

If you are interested in this exciting opportunity with us, please click apply and upload your CV. All applications are strictly confidential.

JB Hi-Fi Group is an equal opportunity employer committed to providing a work environment that promotes diversity and inclusion. If this opportunity excites you (even if you feel that you don’t meet 100% of the criteria) – please don’t hesitate to apply!