Warranty Claims Assessor with French

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent and innovation-led company with 738,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Accenture Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients succeed and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
In Romania, Accenture operates since 2006 and now has more than 4500 people in Bucharest, Timisoara, Iasi, Brasov, Cluj-Napoca and Targu Mures who offer solutions in Strategy & Consulting, Technology, Industry X & Intelligent Operations to our clients from Banking & Insurance, Telecommunications, Automotive, Retails, Energy, FMCG & more.

Preferred Skills

- Customer Interaction Handling;
- Problem Solving & Escalation Management;
- Data Quality;
- Operational Excellence;
- Service Level Agreement handling;
- Attitude to work according to defined procedures / routines, escalating any discrepancy or missing instruction.

Other skills and qualifications:

- Organization skills, attention to detail and follow through to resolve any outstanding issues;
- Good technical aptitude with an ability to learn quickly;
- Fluent in client’s language and at least Upper Intermediate English;
- Time management and administrative skills;
- Written and verbal communication skills; manages internal communications and external/client communications with assistance;
- Discretion, professionalism, confidentiality and judgment;
- Computer literacy and working knowledge of Microsoft Office;
- Ability to operate office equipment (e.g. fax, photocopier, and phone);
- Team player with interpersonal and conflict management skills;
- Self-Motivated, positive attitude and approach;
- Flexibility to take on additional responsibility and tasks when required;
- Analytical abilities allowing for accurate assessment decisions based upon defined policies and claim information;
- Knowledge of products like commercial vehicles Trucks and Buses and of agricultural/ construction equipment design, functionality, and application (nice to have);
- Familiarity with warranty (nice to have);
- Polytechnic University studies (nice to have).

The Warranty Claims Assessor is responsible for reviewing selected warranty claims submitted by dealers and evaluating for appropriate payment.

The warranty assessor has to process the warranty claims (SAP) submitted by the dealer network via an online Tool.
The process allows the assessor to decide if a claim can be reimbursed or not.
To take this decision the assessor is supported by several systems and by the internal Process Manual where are listed all process to be followed.

Part of Assessor responsibility is to manage the operational communication with CNHi field staff to be supported in decisional activities and to manage the communication that dealers open to the assessment team.

Key Responsibilities:

A Warranty Claims Assessor functions as a member of the Warranty Claims Processing team to provide the following services to the client:
1. Assess and process warranty claims that are submitted electronically by dealers to the client via the client's web-based dealer warranty application;
2. Resolve dealer issues and answer questions submitted through an electronic communication system;
3. Execute additional warranty-related duties, either ongoing tasks, or one-time project assignments, as assigned;
4. Perform all work according to set policies and procedures, meeting specified performance criteria for accuracy and productivity;
5. Ensure daily personal qualitative and quantitative targets are achieved for all assigned duties;
6. Support teammates in achieving individual requirements and team goals;
7. Communicate with the Team Leads on a regular basis, as required;
8. Complete required, ongoing training and successfully demonstrate the knowledge and ability to progress through levels of claims of increasing complexity and size;
9. Interact with client and dealers personnel, as needed;
10. Conduct all duties in a professional and courteous manner;
11. Receives and logs internal and/or external customer problem/request/issue and ensures proper documentation;
12. Performs customer request/problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution;
13. Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention;
14. Develops and maintains knowledge of customer and customer specific business environment;
15. Develops and maintains an understanding of customer Service Level Agreements and department’s/product’s key performance requirements;
16. Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-job training and classroom training.

We offer:
- Gain access to an extensive curriculum of training and rejoice the guidance of your career counselor, mentors and people advisors;
- Receive an attractive benefits package including: 2 additional vacation days, private medical services, private pension, life insurance, library subscription and other benefits at your choice through an online platform;
- Be part of a team that feels more like a family, with a flexible approach that allows working from home for some projects;
- Opportunity to be involved in sports activities and volunteering initiatives.