Claim Services Account Manager

Claim Services Account Manager

Cirrus Aircraft's mission is to deliver an aviation experience that is the pinnacle of innovation, quality, and safety to our customers. Cirrus Aircraft is the recognized global leader in personal aviation and the maker of the best-selling SR Series piston aircraft and the Vision Jet, the world's first single engine personal jet and recipient of the 2017 Robert J. Collier Trophy. Founded in 1984, the company has redefined performance, comfort and safety in aviation with innovations like the Cirrus Airframe Parachute System (CAPS) - the first FAA-certified whole-airframe parachute safety system included as standard equipment on an aircraft. To date, worldwide flight time on Cirrus aircraft has passed 16 million hours and over 250 people have returned home safely to their families as a result of the inclusion of CAPS as a standard feature on all Cirrus aircraft.

Job Summary

A Claim Services Account Manager is responsible for managing and advising customers and the authorized service network on the warranty processes for products or services provided through Cirrus. This role typically involves providing expert guidance on warranty eligibility, processing claims, and ensuring that all warranty and maintenance-related issues are resolved in a timely and effective manner. The account manager acts as a liaison between customers, authorized service providers, and manufacturers to ensure smooth warranty service and customer satisfaction.

Duties and Responsibilities / Essential Functions

Thorough understanding of aircraft warranties and maintenance contracts and what is covered.

Ability to make fair and informed decisions regarding claim approvals.

Review and process service claims from customers according to the policies of Cirrus.

Verify the eligibility of warranty claims based on service contract specifications, warranty terms, and conditions.

Provide guidance to customers on warranty coverage, including potential repairs, replacements, or refunds.

Deciding whether the claim should be approved for payment, partially approved, or denied based on the findings from the adjudication process.

Collaborate with internal teams and authorized service centers to ensure efficient processing and resolution of warranty issues.

Maintain detailed records of warranty claims, customer communications, and service activities.

Ensuring that the entire lifecycle of claim management adheres to legal requirements, industry standards, and internal policies.

Efficient evaluation and allocation of claims to appropriate buckets ensure proper department is charged for approvals based on contracts and other data.

Analyzing claims data to identify trends, discrepancies, and areas for process improvement.

Stay updated on the latest product offerings, warranty policies, and industry best practices.

Address customer complaints or concerns related to warranty services, offering solutions and escalation when necessary.

Provide regular reports on warranty performance, claim trends, and customer satisfaction levels.

Every service claim, whether approved or rejected, requires proper documentation. This includes claim forms, proof of purchase, customer communication, repair reports, and inspection results. The advisor is responsible for organizing and storing these documents in both physical and digital formats (if applicable) for easy retrieval.

Regularly reviewing user access levels to ensure that sensitive information is only accessible by authorized personnel is critical for maintaining system security.

Travel required up to 10%.

Qualifications

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Bachelor's degree Business Administration, Communication, Information Technology or related field

0-2 years' experience in customer support related field

Ability to demonstrate sound judgement and effective communication skills (written and verbal).

Ability to effectively manage stress, including competing work demands and multiple projects at the same time.

Experience with one or more of the following : ERP order fulfillment, claim system and Salesforce (or related CRM)

Competencies

To perform the job successfully, an individual should demonstrate the following competencies :

Drives Results : Consistently achieves results, even under tough circumstances.

Ensures Accountability : Holds self and others accountable to meet commitments.

Manages Complexity : Makes sense of complex, high quantity, and sometimes, contradictory information to effectively solve problems.

Customer Focus : Builds strong customer relationships and delivers customer-centric solutions.

Collaborates : Builds partnerships and works collaboratively with others to meet shared objectives.

Ensures Exceptional Customer Service :

Energizes the Cirrus Service Essentials

Strives to improve service performance.

Anticipates guests' needs and responds promptly.

Displays guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.

Handles guest problems and complaints.

Benefits

Cirrus provides a range of exciting benefits, including :

401(k) Plan : Dollar-for-dollar match up to 5% after 90 days, with 100% vesting.

Employer-Paid Coverages : Group term life, short- and long-term disability insurance.

Comprehensive Health Coverage : Medical, vision, dental, with additional dependent coverage options.

Free Health Tracking : With rewards for meeting health goals.

Generous PTO : 120 hours accrued within the first year.

Employee Referral Bonus : For referring talented candidates.

Career Development : Tuition reimbursement and professional growth opportunities.

Exclusive Discounts : Access to partner and marketplace discounts.

Community & Engagement : Company and employee clubs at various locations.

These benefits are designed to support your well-being, growth, and enjoyment at Cirrus!

The compensation listed is in MN.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice. Work beyond 40 hours per week may be required.

Cirrus is dedicated to a drug free work environment promoting equal employment opportunity. Qualified applicants will receive consideration for employment without regard to race, sex, national origin, color, age, disability, religion, pregnancy, veteran status, marital and family status, sexual orientation, receipt of public assistance, genetic information or any other characteristic protected by applicable law.