Home-Based Claims/Resolutions Representative

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We're committed to bringing passion and customer focus to the business.

Number of Openings: 2

Hiring Priority: Active Hiring

We are looking for a Home-Based Claims/Resolutions Representative to join a leading U.S.-based supplier in the promotional products industry. In this role, you will manage and investigate customer claims on promotional product orders, from incorrect or missing imprints and damaged products to shipping, pricing, and billing concerns. You will work closely with internal departments to identify root causes, communicate findings and resolution options to customers with professionalism and empathy, and help drive improvements in product quality, vendor accountability, and fulfillment accuracy.

REQUIRED CORE COMPETENCIES 

• Organizational & Time Management – Effectively manages multiple claims and cases at once while meeting strict resolution deadlines.
• Attention to Detail – Maintains a high level of accuracy in claims records, case notes, resolution actions, and reports.
• Communication Skills – Communicates clearly, professionally, and empathetically with customers and internal teams, especially in sensitive or escalated situations.
• Problem Solving & Analysis – Investigates discrepancies, identifies root causes, and resolves order, product, shipping, and billing issues efficiently.
• Claims & Case Management Knowledge – Strong understanding of claims handling, de-escalation techniques, and case management procedures within CRM and order management systems.

WHAT YOU WILL DO 

Claims Investigation

• Manage and investigate incoming customer claims related to promotional product orders
• Review issues such as incorrect or missing imprints, damaged or defective products, late or misdelivered shipments, pricing discrepancies, and billing concerns

Cross-Departmental Collaboration

• Work closely with Production, Art, Sales, Shipping, and Customer Service to gather relevant information
• Identify the root cause of each claim and determine the appropriate resolution

Customer Communication

• Communicate with customers professionally and empathetically throughout the claims process
• Provide updates, explain investigation findings, and present resolution options

Resolution Execution

• Coordinate and process claims resolutions, including product reprints, credits, refunds, replacements, or discounts
• Ensure all resolutions align with company guidelines and authorization levels

Documentation & Reporting

• Maintain accurate and thorough documentation of all claims, outcomes, communications, and resolution actions within internal systems
• Assist in preparing trend reports and contribute to process improvement initiatives

Quality Feedback Loop

• Identify recurring issues and escalate them to the Claims Manager
• Help drive improvements in product quality, vendor accountability, and fulfillment accuracy

WHAT WE LOOK FOR 

• Education: High school diploma or GED required. A bachelor's degree in Business Administration, Communications, or a related field is an advantage.
• Experience: 2 years of experience in customer service, claims resolution, or order investigation, ideally within the promotional products industry or a similar custom manufacturing environment. Direct promotional products experience is preferred but not required.
• Language Proficiency: Strong verbal and written English communication skills.  
• Working schedule: Ability to work overnight/graveyard shifts in Philippine time or within US operating hours. 
• Technical Skills:
  • Comfortable navigating multiple systems, including order management, ERP, and CRM platforms
  • Proficiency in ERP and CRM systems used in the promotional products industry is an advantage
  • Proficient in Microsoft Office (Word, Excel, Outlook) and Google Workspace
  • Familiarity with the promotional products lifecycle, including customization methods (e.g., screen printing, embroidery, pad printing)
  • Experience working with vendors, decorators, and fulfillment partners
  • Strong analytical and investigative skills
  • Ability to handle sensitive situations with professionalism and empathy
  • Ability to manage multiple claims simultaneously in a fast-paced environment

WHAT WE OFFER

• Salary Range: PHP 35,000 - 40,000   
• Industry: Promotional Products (Supplier)
• Job Type: Full-time 
• Work Shift: 8:00 AM - 5:00 PM EST (USA) 
• Workdays: Monday through Friday (USA) 

BENEFITS OF WORKING WITH US

• Industry-leading salary packages 
• Permanent work-from-home setup 
• Company equipment provided 
• Government-mandated benefits employer share
• Internet stipends upon regularization 
• HMO Coverage upon regularization (with an option to enroll as early as Day 1)
• PTO credits and service incentive leaves 
• Major spring and winter company live events 
• Monthly employee appreciation virtual events 
• Company-provided career skills training courses 
• A company culture focused on your personal and professional growth

WHO WE ARE

DCX stands out as a leading BPO (Business Process Outsourcing) company that takes pride in assisting growth-focused small and medium-sized businesses across the United States to discover the perfect global talent to enhance their teams. 

At DCX, our core beliefs center around fostering growth and making hiring easy. We are dedicated to helping business owners, executives, and industry leaders, primarily within the promotional products industry, in their search for superstar team members. 

If you are on the lookout for a company that values growth and places a strong emphasis on its people-centered culture, then DCX is the place for you. As we say around here, LET'S GROW!

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!