Lead Analyst Fraud

Job Description

Job Description

The Fraud Warranty Analyst reviews and qualifies warranty claims for payment. This role supports product registrations, extended warranty contracts, unit information updates, claim processing, fraud detection, and verification of warranty terms. The Fraud Warranty Analyst handles inbound and outbound communication via phone, email, and mail. The role addresses a wide range of customer service inquiries from homeowners, dealers, and distributors.

The Fraud Warranty Analyst provides ongoing support to customers by responding to inquiries related to warranty coverage, claims status, extended warranty options, payments, and credits. This position requires strong attention to detail, customer service skills, and the ability to manage multiple requests while ensuring accuracy and compliance with warranty policies.

The Fraud Warranty Analyst is responsible for identifying unusual or potentially fraudulent activity on audited warranty claims. This role involves analyzing claim data to detect inconsistencies, trends, or irregularities. The analyst reviews claims with homeowners, dealers, and distributors to verify the authenticity and accuracy of submitted information. The position ensures claims comply with warranty policies and helps protect the company from fraudulent losses.

Position Responsibilities may Include:

• Provide daily leadership and direction to the warranty team as well as serve as acting supervisor/manager in their absence.

• Act as the primary escalation point for complex claims, customer concerns, dealer disputes, and compliance-related issues.

• Oversee warranty claim processing activities to ensure quality, consistency, compliance, and timely resolution.

• Monitor team performance against established KPIs, service levels, and audit requirements and ensure team compliance with company policies, regulatory requirements, and internal controls.

• Lead investigations into warranty trends, recurring product issues, and potentially fraudulent dealer activity.

• Recommend policy enhancements and operational improvements that reduce warranty costs and improve customer satisfaction.

• Partner with cross-functional teams including IT, Finance, Legal, Service, Quality, and Sales to address warranty-related issues and implement solutions.

• Lead user acceptance testing and support implementation of Warranty Express system enhancements and reporting capabilities.

• Develop, maintain, and communicate warranty procedures, policies, and training materials.

• Coordinate workflow distribution and prioritize team activities to meet department objectives.

• Support management with workforce planning, employee development, and succession planning.

• Train, mentor, and onboard new warranty team members.

• Perform other duties as assigned.

Nature & Scope:

• Oversees a group of employees and ensures job is done correctly

• Provides daily objectives

• Guides team at task level to ensure company goals are met

• Is recognized as an expert in own area within a department

• Provides mentoring and training for new employees

Knowledge & Skills:

• Leads the team by providing daily direction, guidance, and support.

• Delegates daily workloads and adjusts assignments based on staffing levels, business demands, and priorities.

• Serves as the primary subject matter expert for warranty processes, policies, and procedures.

• Demonstrates superior ability to collect, analyze, and interpret warranty data to support business decisions.

• Handles escalated calls and complex issues involving consumers, dealers, distributors, and internal stakeholders.

• Monitors team performance, productivity, quality, and workflow distribution.

• Provides coaching, mentoring, and training to develop team members.

• Conducts or supports monthly audits and reporting activities covering the team's performance and compliance.

• Identifies process improvement opportunities and works with leadership to implement solutions.

• Acts as the liaison between the team and management, communicating priorities, concerns, and business updates.

• Exercises leadership through influence, accountability, and continuous improvement.

Experience: 4+ years of fraud/warranty experience

Education/Certification: High School diploma or GED equivalent required.

People Management: No

Physical Requirements / Work Environment: Must be able to perform essential responsibilities with or without reasonable accommodations.

Reports To: Manager, Warranty

Qualified Applicants must be legally authorized for employment in the United States. Qualified applicants will not require employer sponsored work authorization now or in the future for employment in the United States.

The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.