Claims Analyst (8am-5pm)

Hachette Book Group•Lebanon, IN

1d•Hybrid

About The Position

Hachette Book Group (HBG) currently has an opening for the role of Claims Analyst in the Claims Department. This department is primarily responsible for managing customer claims and corresponding monetary chargebacks/deductions for both our in-house and client publishers. As a Claims Analyst, you will identify, research, and solve challenging problems while representing the policies of HBG and its clients with accuracy and integrity and providing excellent service to our customers. This may include handling invoices and returns credits/adjustments, returns validation and defaults, monitoring of non-returnable products and discount tables, chargeback deduction processes, claims research, markdowns, incentives, client co-op, proof of delivery & carrier claims, tax certificate support, tax credits, and credits and rebills.

Requirements

Strong, clear communication skills (verbal and written)
Excellent analytical and problem-solving skills; attention to detail
Able to identify and prioritize customer needs, and think quickly to provide appropriate resolutions
Basic phone/computer/technology skills. Ability to navigate the internet, use Microsoft Outlook, Word, and particularly Excel. Familiarity with service ticketing tools such as Zendesk is a plus
Must be organized and detail-oriented. Accuracy and follow-through are critical
Accurate typing skills plus 10-key numeric keypad competence
Ability to exhibit patience and empathy when working with customers, while enforcing HBG policies and negotiating resolutions in good faith
Results-driven with a demonstrated ability to achieve goals
Able to manage expectations and resolve conflict
Must be able to work as part of a team, supporting others and demonstrating adaptability
Should have an exceptional willingness to learn, be self-motivated, and determined to succeed
2+ years’ experience in a service environment

Nice To Haves

Experience and/or interest in accounting a plus

Responsibilities

Research, validate, and resolve claims
Perform billing adjustments
Communicate findings to clients, customers, and internal departments
Deny claims, when warranted
Negotiate mutually beneficial settlements of contested denials when necessary
Analyze and troubleshoot source problems to eliminate future claims
Develop expertise in HBG’s systems, procedures, and policies
Adherence to scheduled work times
Achieve individual and team goals based on department metrics and service-level objectives
Additional duties as necessary