Customer Claims & Refunds Specialist

Job Summary

Claims and Refund Responsibilities

• Receive, register, review, and manage claims involving refunds, returns, damaged products, missing items, service failures, cancellations, and other concerns.
• Investigate claims by reviewing customer information, transaction records, order details, supporting documents, service history, and applicable policies.
• Verify eligibility against company policies, contractual terms, service standards, and applicable regulatory requirements.
• Process approved refunds, credits, reimbursements, charge adjustments, and other compensation through approved systems and payment channels.
• Validate invoices, receipts, photographs, delivery records, product information, customer statements, and other supporting documents.

Customer and Case Management

• Provide customers with clear updates regarding claim status, required information, decisions, refund timelines, and resolution options.
• Resolve claims within assigned authority and service-level agreements while maintaining fairness, consistency, accuracy, and a positive customer experience.
• Escalate complex, high-value, disputed, suspicious, or policy-sensitive cases for further review.
• Identify unusual claim patterns, inconsistent information, duplicate requests, and potential fraudulent activity.
• Coordinate with Customer Service, Finance, Sales, Operations, Logistics, Quality, Legal, and other relevant teams.

Systems, Reporting, and Compliance

• Maintain accurate case records, claim notes, correspondence, refund details, supporting documents, and resolution outcomes in approved systems.
• Coordinate refund completion with Finance or payment teams and investigate discrepancies between approved and processed amounts.
• Monitor assigned cases and complete reviews, communications, approvals, and refunds within established service-level agreements.
• Prepare reports on claim volumes, refund values, processing times, dispute trends, resolution outcomes, and recurring customer issues.
• Identify improvements to claims handling, refund accuracy, turnaround times, customer communication, documentation standards, and operational controls.
• Follow claims, refund, data protection, payment control, financial approval, and applicable local regulatory requirements.
• Protect customer, payment, financial, and personal information.

Qualifications

• A high school diploma or equivalent is required.
• Previous experience in customer service, claims processing, refunds, returns, dispute resolution, finance operations, order management, or a related field is preferred.
• A diploma or bachelor's degree in business administration, finance, accounting, customer experience, or a related discipline is preferred.
• Understanding of claims, returns, refunds, credits, reimbursements, chargebacks, dispute handling, and related procedures is preferred.

Skills

• Ability to review information, interpret policies, verify transaction details, identify discrepancies, and make accurate decisions.
• Strong customer service skills with a professional, patient, empathetic, and solution-oriented approach.
• Strong written and verbal communication skills for explaining decisions, requirements, timelines, and next steps.
• Proficiency with customer relationship management systems, case management tools, payment or refund platforms, email, Microsoft Office, and spreadsheets.
• Ability to verify prices, taxes, fees, discounts, refund amounts, payment transactions, and account adjustments accurately.
• Ability to manage multiple claims, deadlines, follow-ups, documentation requirements, and competing priorities.
• Ability to exercise sound judgment within policies, authorization limits, service standards, and risk controls.
• Ability to collaborate with cross-functional teams and meet quality, productivity, accuracy, response-time, and resolution targets.

Working Environment and Benefits

• The team is described as collaborative and focused on fair claim outcomes, accurate refunds, timely resolutions, and positive customer experiences.
• Professional development opportunities support claims management, refund processing, customer service, analytical, and systems knowledge.
• The role provides cross-functional exposure to Customer Service, Finance, Operations, Logistics, Quality, and other teams.
• The workplace is described as professional, supportive, accountable, collaborative, and focused on continuous improvement.