[Hiring] ESP Claims Payment Analyst @Percepta

Role Description

The claims payment analyst is responsible for the overall handling (reviewing, approving, and denying) of Ford and Lincoln Protect claims submitted by Ford, Lincoln and participating dealerships. Claims are received through a variety of sources (i.e. system, reports generated by Ford, manual reviews, etc).

• Review claims received in assigned sort groups via Ford Motor Company's claim payment system (OWS) to determine if claim meets Ford and Lincoln Protect policy guidelines.
• If all policy guidelines are met, the Claims Analyst is responsible for paying the claim to the dealer.
• If claim fails to meet Ford and Lincoln Protect policy, communicate the rationale for why a claim will be denied or adjusted to the dealership.
• Analyze claims that require manual payment to determine eligibility.
• Exercise sound judgment in balancing Ford and Lincoln Protect policy and dealer satisfaction when making determination to pay or reject.
• Recognize system issues and forward to OWS team or leadership for system correction.
• Analyze various claims reports to determine if claims are valid. Communicate any claim charge backs to dealer based on Ford and Lincoln Protect business rules.
• Assist the Ford and Lincoln Protect Claims hotline with questions and concerns regarding program guidelines.
• Provide backup support to Prior Approval operations when needed.
• Identify process improvements and best practices as needed.
• Complete additional tasks and projects as assigned.

Qualifications

• High School diploma or equivalent required. Some college coursework desired.
• Previous Ford and Lincoln Protect or Warranty claims program knowledge is desired.
• Mechanical automotive background required.
• Familiarity with OASIS and ACESII is desired, but not required.
• Excellent written and verbal communication skills.
• Excellent time management skills/organizational skills.
• Effective analytical and problem-solving skills.
• Attention to detail is required.
• Displays professionalism and a positive attitude.
• Ability to effectively communicate with customers, managers, and coworkers.
• Ability to multitask and prioritize assignments.

Company Description

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
• Leave it better – We take ownership and leave every process, person, and place better than we found it.
• Win together – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.