Service Contract Claims Adjudicator at Volvo Group

Position Description

Purpose of the role is to manage the overall status of the Service Contract fund.  The position is also expected to liaise with dealers and management in terms of training where necessary as well as on corrections and accuracy of claims.

Reporting: This position reports to Manager Technical Pricing and Quotations.

Job Objectives:

• To determine if a claim is a valid service contract claim by undertaking the necessary checks, to ensure the accuracy and quality of automatic and manually adjudicated claims towards the fund prior to credit allocation.
• Manage Volvo Optimized Service Plan schedules on an ad-hoc basis relating to service claim jobs.
• To manage pre-authorisation processes for dealer repair and service requests.
• To manage the costs towards the service contracts fund to keep a profitable business.
• Assist with dealer and customer queries on claims and fund status.
• Manage and maintain the dealer management tool, for overall dealer network behaviour, culture, and training needs by generating reports on the claim and dealer behaviour.
• To analyse these reports providing solutions and necessary corrective actions, in a planned and recorded manner.  
• Carry out dealer training on a regular basis, as well as identify specific requirements. Create and maintain dealer training material where required.
• To facilitate dealer audits, visiting dealers towards a set travel plan.

Qualification & Job Experience

• Grade 12 with N3.
• Financial/Admin Certification.
• 3 – 5 years experience in the commercial vehicle industry.
• Relevant industry experience as a Claim administrator/Technician/Service Advisor (Advantageous).

Key Competencies:

• Product Knowledge (Trucks & Bus).
• Knowledge of fair wear and tear of components.
• General administrative knowledge.
• Good knowledge of Service Maintenance Contracts and Warranties.
• Administrative Skills, writing, reporting and analysing data.
• Computer Literacy Skills (MS Office suite, Excel Intermediate to advanced).
• Time Management Skills.
• Presentation Skills.