Customer Claims & Refunds Specialist

Job Summary:

We are seeking a detail-oriented and customer-focused Specialist, Customer Claims & Refunds to manage customer claims, refund requests, returns, compensation cases, and related service inquiries. The successful candidate will review claim documentation, validate eligibility, process refunds accurately and within established timelines, communicate clearly with customers, and coordinate with internal teams to resolve issues efficiently. This role requires strong analytical skills, attention to detail, sound judgment, knowledge of customer service procedures, and the ability to manage sensitive cases in a fast-paced environment.

Key Responsibilities

• Customer Claims Management: Receive, register, review, and manage customer claims related to refunds, returns, damaged products, missing items, service failures, cancellations, and other eligible concerns.

• Claim Assessment: Investigate claims by reviewing customer information, transaction records, order details, supporting documents, service history, and applicable policies.

• Eligibility Verification: Determine whether claims and refund requests meet company policies, contractual terms, service standards, and applicable regulatory requirements.

• Refund Processing: Process approved refunds, credits, reimbursements, charge adjustments, and other customer compensation accurately through approved systems and payment channels.

• Documentation Review: Validate invoices, receipts, photographs, delivery records, product information, customer statements, and other documentation required to support a claim.

• Customer Communication: Provide customers with clear updates regarding claim status, required information, approval decisions, refund timelines, and available resolution options.

• Case Resolution: Resolve customer claims within assigned authority and service-level agreements while maintaining fairness, consistency, accuracy, and a positive customer experience.

• Escalation Management: Escalate complex, high-value, disputed, suspicious, or policy-sensitive cases to the Supervisor or relevant departments for further review.

• Fraud and Risk Awareness: Identify unusual claim patterns, inconsistent information, duplicate requests, and potential fraudulent activity, and report concerns through established procedures.

• Internal Coordination: Work closely with Customer Service, Finance, Sales, Operations, Logistics, Quality, Legal, and other relevant teams to investigate and resolve claims.

• System Administration: Maintain accurate and complete case records, claim notes, correspondence, refund details, supporting documents, and resolution outcomes in approved systems.

• Payment Reconciliation: Coordinate with Finance or payment teams to confirm refund completion, investigate payment exceptions, and resolve discrepancies between approved and processed amounts.

• Service-Level Compliance: Monitor assigned cases and complete reviews, customer communications, approvals, and refunds within established service-level agreements and company timelines.

• Customer Complaints: Listen to customer concerns, provide professional explanations, manage expectations, and escalate unresolved complaints in accordance with the complaint-handling process.

• Reporting and Analysis: Prepare accurate reports on claim volumes, refund values, processing times, dispute trends, resolution outcomes, and recurring customer issues.

• Process Improvement: Identify opportunities to improve claims handling, refund accuracy, turnaround times, customer communication, documentation standards, and operational controls.

• Policy Compliance: Follow company policies, refund and claims procedures, data protection requirements, payment controls, financial approval limits, and applicable local regulations.

• Confidentiality: Protect customer, payment, financial, and personal information and handle sensitive case details in accordance with company privacy and security requirements.

Skills and Qualifications

• Experience: Previous experience in customer service, claims processing, refunds, returns, dispute resolution, finance operations, order management, or a related field is preferred.

• Education: A high school diploma or equivalent is required. A diploma or bachelor's degree in business administration, finance, accounting, customer experience, or a related discipline is preferred.

• Claims and Refund Knowledge: Understanding of customer claims, returns, refunds, credits, reimbursements, chargebacks, dispute handling, and related operational procedures.

• Analytical Skills: Ability to review information, interpret policies, verify transaction details, identify discrepancies, and make accurate and well-supported decisions.

• Customer Service: Strong customer service skills with a professional, patient, empathetic, and solution-oriented approach when handling sensitive or disputed cases.

• Communication: Strong written and verbal communication skills, with the ability to explain claim decisions, refund requirements, timelines, and next steps clearly.

• Attention to Detail: High level of accuracy when reviewing documentation, entering case information, calculating refund amounts, and recording resolution details.

• Problem Solving: Ability to investigate issues, assess alternatives, resolve customer concerns, and escalate cases appropriately when additional authority is required.

• Technology Skills: Proficiency with customer relationship management systems, case management tools, payment or refund platforms, email, Microsoft Office, and spreadsheet applications.

• Numerical Accuracy: Ability to verify prices, taxes, fees, discounts, refund amounts, payment transactions, and account adjustments accurately.

• Organization: Ability to manage multiple claims, deadlines, customer follow-ups, documentation requirements, and competing priorities effectively.

• Decision-Making: Ability to exercise sound judgment within approved policies, authorization limits, customer service standards, and risk controls.

• Confidentiality and Integrity: Demonstrated ability to handle personal, financial, and payment information responsibly and maintain high ethical standards.

• Teamwork: Ability to collaborate effectively with cross-functional teams and contribute to shared customer experience, financial accuracy, and operational goals.

• Performance Orientation: Ability to meet quality, productivity, accuracy, response-time, and case-resolution targets in a fast-paced work environment.

Working Environment and Benefits

• Customer-Focused Team: Join a collaborative team committed to fair claim outcomes, accurate refunds, timely resolutions, and positive customer experiences.

• Professional Development: Access opportunities to strengthen claims management, refund processing, customer service, analytical, and systems knowledge.

• Cross-Functional Exposure: Work with Customer Service, Finance, Operations, Logistics, Quality, and other teams to resolve customer issues and improve business processes.

• Supportive Work Environment: Work in a professional environment that encourages accountability, collaboration, learning, confidentiality, and continuous improvement.

We are committed to providing an inclusive workplace and welcome applications from candidates of all backgrounds. Reasonable accommodations are available during the recruitment process upon request.