James Hardie Building Products Inc. is the North American leader in fiber cement home siding and exterior design solutions. Hardie® products offer long lasting beauty and endless design possibilities with trusted protection and low maintenance. The company pioneered modern fiber cement building products and continues to invest in innovation to transform the industry. James Hardie is a high-performance organization, with an unwavering commitment to Zero Harm. The company proudly employs a diverse workforce of over 3,000 employees across operations in North America.

 

Position Summary

As a member of the Claims & Warranty department, the Claims Administrator works closely with the Claims supervisor, Field claims scheduler and the claims coordinators, and ultimately reports to the Claims Supervisor. The Claims Administrator provides support to the field and Fontana offices. This position is responsible for preparing new field claims by ensuring all information is in the file, and entering claims into the Access Database and transmitting claims to the field office. In addition, the Claims Administrator will provide support in Fontana by answering phone calls and responding to e-mails from customers.

Position Responsibilities

Provides administrative support to the field group and acts as the bridge of communication between the field group and the California office: (50%)
• Receiving new field claims, overseeing that claims abide by Sarbanes Oxley (SOX), Company and department policy provisions;

• Entering new claims in the claims database and transmitting claims to the field office;
• Ensuring files are maintained, updated and assembled in a sequential order of events and with all supporting documentation.

• Filing claim files in numerical order.

Provides customer service, analytical and administrative support to the California office: (50%)
• Answering phone calls and replying to e-mails from customers with warranty-related questions on products;
• Providing excellent customer service to all complainants and ensuring they are provided with a claims packet to initiate a claim;

• Writing or drafting correspondence sent to claimants as directed
• Preparing supervisor-approved payments and credit requests for claimants and e-mailing requests to appropriate department for processing;
• Ensuring all payments and/or credits abide by Sarbanes Oxley (SOX), Company and department policy provisions by obtaining supporting invoices, bids and/or receipts;
• Tracking and forwarding claim information, samples, photos, production codes, etc, to quality department for further investigation on specific requests from R&D.
• Recommending best building practices to claimants to product damage due to installation.

 

Quantitative Dimensions

Entry level hourly position whose primary responsibility is providing administrative and customer service support to the Field and Fontana offices. As demonstrated competency in the position is achieved, the position can then be built into handling of warranty claims, discussing warranty decisions and installation practices.

Decision Making:
Initially this position requires following direction to ensure consistency in completing all field based claim files. As training continues this position will receive training on installation, all product warranties and to what extent is covered or exempted.

Position Requirements

Knowledge, Skills, and Abilities:
Required:
• Demonstrated knowledge of Sarbanes Oxley accountability policies to provide consistency in handling claims as well as accountability.
• Exceptional organizational skills and detail oriented.
• Ability to make a decision or solve a problem by using logic to identify key facts, explore alternatives, propose quality solutions, and diffuse volatile situations on complex calls.
• Work effectively with internal associates as well as external customers.
• Work well with all levels of employees and management.
• Communicate information and ideas clearly and concisely in writing; read and understand information presented in writing.
• Speak clearly, concisely and effectively; listen to and understand information and ideas as presented verbally.
• Deal with people in a manner which demonstrates sensitivity, tact and professionalism.
• Knowledge of Company products and related installation instructions.
• Knowledge of construction, building codes, and basic house and building components (preferred).
• Ability to work in a fast-paced environment.
• Ability to learn quickly and grasp new information.
• Strong verbal and written communication and negotiating skills.
• Ability to develop and guide processes through to closure.
• Competent in using Microsoft Word, Excel, PowerPoint, Outlook, Access.                                                                           

• Ability to create graphs, charts and tables in Excel.
• Demonstrate ability to meet deadlines, define, measure, and evaluate results.
• Demonstrate ability to handle tasks simultaneously and in a timely manner.
• Ability to prioritize and organize assignments as necessary.
• Demonstrate ability to handle confidential material and information in an ethical and professional manner.
• Excellent file maintenance skills.
• Excellent typing skills (40 wpm).

Education/Experience:
Required:
• Bachelor’s Degree or one to two years related experience and/or training or equivalent combination of education and experience.
• Proficient in all office 2007 programs. Fluent in Microsoft Access and Excel.
• One or more years of customer service or working with the public.
• Basic construction Knowledge pertaining to home building (preferred).

 

 

What You’ll Receive:

At James Hardie, we recognize that our success depends on our people. We've worked hard to build a generous and competitive benefits program that demonstrates our commitment to our employees.

Comprehensive low-cost co-pay Health Insurance; medical, dental, prescription, and vision insurance benefits for every 30+ hour full-time employee. Insurance starts on day one! 401(k) Retirement plan that will match 100% of employees saved dollars up to the first 6% of your salary Paid holidays, paid vacation including Jury Duty and bereavement leave Wellness Program Employee Assistance Program Parental Leave Community Involvement & Sustainable Solutions - Fire Resistant Siding to Help Rebuild the Grizzly Flats Community | James Hardie And more

 

The expected base pay range for this position is between $70,000 and $ 90,000 and includes sales incentive pay. Actual pay will be adjusted based on experience, market conditions, and other job-related factors permitted by law. This position qualifies for benefits which may also include a sales incentive plan.

 

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James Hardie Building Products Inc. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, gender, sex, age, national origin, religion, sexual orientation, gender identity/expression, genetic information, veteran's status, marital status, pregnancy, disability, or any other basis protected by law.