Product Claims Analyst

At Percepta, we bring first-class service across each market we support. As Product Claims Analyst working remotely, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.
What You’ll Be Doing
The Legal Analyst is responsible for investigating and resolving legal claims in a timely and professional manner. The Legal Analyst is responsible for communicating with customers and dealerships via phone and written communication. The Legal Analyst is responsible for learning and executing the complete product liability handling process and meeting expected customer service levels and business performance goals.
During a Typical Day, You’ll
Consumer Litigation and Claims
In consultation, with corporate attorney, responsible for resolving legal claims from investigation to completion in a timely and professional manner
Responsible for contacting customers, dealerships, and other entities to investigate and respond to the claim
Responsible for coordinating vehicle inspections with customers, dealerships, and field operations
Close the Legal claim after appropriate investigation and final decision reached with management
Proactively handle pre-litigation matters to best serve the customer while also protecting the Company
Establish and maintain a strong working relationship with facing Region(s) and other business divisions
Communicate timely, professional, and grammatically correct responses to customers and dealer personnel
Portray a knowledgeable and courteous impression to customers and dealer personnel
Handle challenging calls and emails while avoiding escalation whenever possible
Continuously improve call handling skills, system knowledge, legal analysis, and communication skills, thus, enhancing customer satisfaction and service level results
Identify and relay areas for improvement within the program to management
Be responsive to and execute process improvement/enhancement programs
Document each claim contact in the appropriate system and create/maintain all contact communications in an electronic case file
Electronically file the matter for long-term retention
Generate dealership payment codes for repairs and other costs
Negotiate and resolve settlement offers and payouts
Identify vehicle issue trends and report them to management, Design Analysis Engineers, and Automotive Safety Office for specific recalls and other safety measures
Utilize applicable law when assessing claims for review
Prepare and present cases for case assessment meetings before management, attorneys, and colleagues on a regular basis
Meet with management to provide input for process improvements, litigation prevention, and retaining customer loyalty
Coordinate vehicle buybacks between a dealership, Ford RAV, and the customer for re-acquired vehicle processing
Utilize the following systems for case review and processing: GCCT, FMMS, G-Camp, AWS, OASIS, ESP, GCQIS, Morley RAV Portal.
Work Environment and Personnel Development
Support and sustain a positive work environment that fosters team performance through own work and behavior
Be receptive to performance feedback and work on improving own skills
Help identify and resolve conflicts with sensitivity and tact
Miscellaneous
Work on activities and/or projects as requested by Manager
What You Bring To The Role
Education
College Degree required
Experience
Minimum twelve (12) months experience in customer service; phone customer service experience.
Minimum 1 year Paralegal experience
Claim adjuster experience preferred, but not required
About Percepta
Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.
Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta:
Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
Leave it better – We take ownership and leave every process, person, and place better than we found it.
Win together – We succeed as one—celebrating, supporting, and showing up for each other.
Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.
United States

Work arrangement
Yes