Customer Claims & Refunds Specialist

Job Summary

Key Responsibilities

• Manage claims involving refunds, returns, damaged products, missing items, service failures, cancellations, and other eligible concerns.
• Investigate claims using customer, transaction, order, document, and service information.
• Verify eligibility against policies, contractual terms, service standards, and regulations.
• Process approved refunds, credits, reimbursements, charge adjustments, and other compensation.
• Review invoices, receipts, photographs, delivery records, product information, and customer statements.
• Provide customers with status updates, decisions, timelines, required information, and resolution options.
• Resolve cases within authority and service-level agreements and escalate complex, disputed, high-value, suspicious, or policy-sensitive cases.
• Identify potential fraud, maintain case records, coordinate payment reconciliation, and report claim and refund trends.
• Work with Customer Service, Finance, Sales, Operations, Logistics, Quality, Legal, and other teams.
• Identify opportunities to improve claims handling, refund accuracy, turnaround times, communications, documentation, and controls.
• Follow claims, refund, data protection, payment, financial approval, privacy, and regulatory requirements.

Skills and Qualifications

• A high school diploma or equivalent is required.
• Experience in customer service, claims processing, refunds, returns, dispute resolution, finance operations, or order management is preferred.
• A diploma or bachelor's degree in business administration, finance, accounting, customer experience, or a related discipline is preferred.
• Knowledge of claims, returns, refunds, credits, reimbursements, chargebacks, and dispute handling is required.
• The role requires analytical ability, sound judgment, attention to detail, numerical accuracy, and problem-solving skills.
• Strong written and verbal communication and a professional, patient, empathetic customer approach are required.
• Proficiency with CRM systems, case management tools, payment or refund platforms, Microsoft Office, and spreadsheets is required.
• The role requires organization, confidentiality, integrity, teamwork, and the ability to 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 and a professional environment emphasizing accountability, collaboration, learning, confidentiality, and improvement.