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Salary: USD 45,000 - 55,000 / annual
Extend is a SaaS platform revolutionizing the post-purchase experience for retailers through AI-driven solutions for customer service, returns/exchange management, fulfillment, and product/shipping protection with fraud detection. The company works with 1,000+ merchant partners across fashion, cosmetics, furniture, jewelry, electronics, and other categories.
As a Claims Adjudication Specialist in the Operations Department, you will evaluate and service claims related to Product and Shipping Protection plans. You'll serve as a subject matter expert supporting Customer Support and Service Technician partners, handling complex claims that require deeper investigation and escalation.
Key responsibilities include: investigating and resolving complex claim situations aligned with contract terms and policies; troubleshooting processing delays; coordinating service technician dispatching and parts ordering; resolving escalated customer issues within policy guidelines; maintaining detailed documentation; investigating suspected fraudulent claims; recommending process improvements and automation opportunities; providing timely responses via phone and email per SLAs; collaborating with Product and Engineering teams; staying current on product offerings and policy updates; identifying training needs for support teams; and keeping internal systems updated with technical issues and customer insights.
You will work closely with customers, service partners, and internal teams, handling both inbound and outbound calls as well as written communications. The role requires strong analytical skills, critical thinking, meticulous attention to detail, evidence-based decision-making, and adaptability in a fast-paced, high-volume environment with frequent process and technology changes.
REQUIREMENTS:
- 3-5 years of technical customer service, claims management/adjudication, insurance adjusting, or contact center experience (claims adjudication in protection plan environment preferred)
- Active adjuster licenses (preferred)
- Excellent verbal and written communication skills with ability to convey complex claim details clearly to customers and internal systems
- Experience with claims management systems, contact center platforms, and Google Suite products
- Proven ability to navigate and work effectively across multiple software systems simultaneously
- Strong analytical skills with ability to identify solutions and make decisions efficiently
- Ability to thrive in high-volume environments with company growth while maintaining accuracy and performance
- Flexibility and resilience in managing evolving challenges and frequent process changes
