Claims Assistant

Claims AssistantThe Claims Assistant provides high-quality warranty registration and warranty claim handling for low to medium-complexity roofing claims from first notice of loss through resolution, settlement, and payment. This role offers 100% remote work with periodic onsite activities and focuses on delivering excellent customer service while supporting the claims function through accurate data entry, professional communication, and close collaboration with internal and external stakeholders.ResponsibilitiesHandle warranty registrations and warranty claims for low to medium-complexity roofing issues from initial notice through final resolution and payment.Provide administrative support to the Claims Manager and Claims Specialist, including documentation, tracking, and communication tasks.Direct claims that exceed assigned authority to the Claims Specialist and Claims Manager as appropriate.Communicate professionally via phone and email with homeowners, roofers, distributors, sales representatives, and other stakeholders.Gather detailed information, documentation, and reports from all involved parties to support warranty claim decisions.Answer homeowner questions on technical issues related to roofing warranties and redirect technical calls to the appropriate technical resource when needed.Perform accurate and timely data entry for claims, registrations, transfers, and related information, maintaining high attention to detail.Adhere to company policies, including safety requirements and proper use of personal protective equipment when onsite.Collaborate with the Warranty Claims Manager to meet internal and external customer needs and service-level expectations.Return improperly completed warranty claim forms and related documents to the originating party for correction or completion.Review and validate incoming claims, warranty registrations, and warranty transfer information for completeness and accuracy.Maintain up-to-date records of all claims submitted, returned or rejected, and paid, including their current status.Evaluate the validity of claims and apply the terms of the applicable warranty or policy to determine appropriate outcomes.Settle claims within designated authority directly with roofers, homeowners, and distributors.Review and process all warranty claims and track each claim through to its final resolution and closure.Process all warranty registrations promptly to ensure timely coverage activation.Contact appropriate parties for claims that require special assistance or additional information.Establish and maintain positive, productive relationships with sales representatives, roofing contractors, and distributors.Use information obtained from the claims process to collaborate with IT on modifications that improve process flow and efficiency.Work on improving claim closure times by helping to create process flows and identifying key bottlenecks that cause claims to remain open.Assist with analysis and preparation of claims reports for management, coordinating with quality leadership as needed.Respond to customer inquiries regarding warranty coverage, claim status, and process steps, ensuring clear and courteous communication.Utilize Microsoft Office and other business software tools to manage emails, documents, and reports related to claims and registrations.Essential SkillsStrong customer service skills with the ability to communicate clearly and professionally by phone and email.Demonstrated capability to handle difficult situations and work effectively with diverse individuals and stakeholders.High attention to detail, particularly in data entry and documentation.Proficiency in data entry, including accurate and efficient handling of claim and registration information.Experience with Microsoft Office applications, including use of email and standard office productivity tools.Ability to perform warranty claims handling and claims processing tasks from intake through resolution.Ability to manage customer inquiries and follow through on claim-related questions.Comfort working in a remote environment while maintaining responsiveness and productivity.Additional Skills & QualificationsExperience with Google Suite, particularly Gmail, is preferred.Experience working with Customer Relationship Management (CRM) systems is preferred.Knowledge of roofing products, systems, or industry practices is a plus.Associate degree or higher is highly preferred.Experience in customer service, administrative support, or claims processing is beneficial.Familiarity with warranty claims processes and documentation standards is advantageous.Work EnvironmentThis role is 100% fully remote, with the expectation of being based in the Portland metro area for onsite training during the first week and occasional in-office participation for events, future trainings, or collaboration as needed. The position follows a day shift schedule, Monday through Friday, with typical hours of either 7:00 a.m. to 4:00 p.m. or 8:00 a.m. to 5:00 p.m. Work is primarily performed using a computer, phone, email, Microsoft Office, Google Suite, and CRM tools. When onsite, appropriate personal protective equipment is used in accordance with company safety policies. The environment emphasizes professionalism, strong customer service, process improvement, and cross-functional collaboration with claims, customer service, accounting, IT, sales, and quality teams.Job Type & LocationThis is a Contract position based out of Portland, OR.Pay and BenefitsThe pay range for this position is $22.00 - $22.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)Workplace TypeThis is a fully remote position.Application DeadlineThis position is anticipated to close on Aug 24, 2026.