Claims Assistant

The Claims Assistant provides high-quality warranty registration and warranty claim handling for low to medium-complexity roofing claims from the first notice of loss through resolution, settlement, and payment. This role delivers administrative support to the Claims Manager and Claims Specialist, ensures accurate data entry, and maintains strong communication with homeowners, roofers, distributors, sales, customer service, and accounting. The Claims Assistant evaluates claim validity, applies the appropriate warranty terms, and helps improve claims processes while consistently delivering professional and courteous customer service.

Responsibilities

• Handle low to medium-complexity roofing warranty claims from first notice of loss through final resolution, settlement, and payment.
• Provide administrative support to the Claims Manager and Claims Specialist, including documentation, data entry, and follow-up tasks.
• Direct claims that exceed assigned authority levels to the Claims Specialist and Claims Manager as appropriate.
• Interact professionally via phone and email with homeowners, roofers, distributors, sales representatives, and other internal teams.
• Gather detailed information and reports from all involved parties to support warranty claim evaluation and processing.
• Answer homeowner questions on technical issues when appropriate and redirect technical calls to the appropriate technical resource.
• Perform accurate and timely data entry for claims, warranty registrations, and warranty transfers, maintaining a high level of attention to detail.
• Adhere to company policies, including safety requirements and proper use of personal protective equipment when applicable.
• Collaborate with the Warranty Claims Manager to meet internal and external customer needs and service expectations.
• Return improperly completed warranty claim forms or related documents to the originator for correction and completion as needed.
• Review and validate incoming claims, warranty registrations, and warranty transfer information to ensure completeness and accuracy.
• Maintain detailed records of all claims submitted, returned or rejected, and paid, including their current status.
• Evaluate claims for validity and apply the terms and conditions of the applicable warranty or policy.
• Settle claims within assigned authority directly with roofers, homeowners, and distributors.
• Review and process all warranty claims and track each claim through to final resolution.
• Process all warranty registrations in a timely and organized manner.
• Contact appropriate parties when claims require special assistance or escalation.
• Establish and maintain positive, productive relationships with sales representatives, roofing contractors, and distributors.
• Use information gathered from the claims process to collaborate with IT on system or process modifications that improve workflow efficiency.
• Work on improving claim closure times by helping to create process flows and identifying major bottlenecks that cause claims to remain open.
• Assist with analysis and preparation of claims reports for management, coordinating with the quality function as needed.
• Respond promptly and professionally to customer inquiries regarding warranty claims and related issues.

• Strong customer service skills with the ability to communicate clearly and professionally via phone and email.
• Capability to handle difficult situations and interact effectively with diverse individuals and stakeholders.
• High attention to detail and accuracy in data entry and documentation.
• Proficiency in data entry for claims, registrations, and related records.
• Experience with Microsoft Office (MS Office) applications.
• Ability to learn and work within warranty claims and claims processing systems.
• Ability to manage multiple claims and tasks simultaneously while maintaining organization and accuracy.
• Strong problem-solving skills to evaluate claim validity and apply appropriate warranty terms.
• Ability to maintain composure and professionalism when dealing with challenging customer inquiries and claim disputes.

• Experience with Google Suite, particularly for email communication, is preferred.
• Experience with customer relationship management (CRM) systems is preferred.
• Knowledge of roofing products, systems, or the roofing industry is a plus.
• Prior experience in warranty claims, claims processing, or a similar customer service and administrative role is beneficial.
• Associate’s degree or higher is highly preferred.
• Experience in customer service, administrative support, and handling customer inquiries is advantageous.
• Familiarity with warranty claim handling processes and documentation is an asset.

This position offers a 100% remote work arrangement after an initial onsite training period of approximately one to two weeks in the Portland (PDX) area. After training, you may occasionally come into the office for events, future trainings, or team activities. The role follows a day shift schedule, Monday through Friday, with typical hours of either 7:00 a.m. to 4:00 p.m. or 8:00 a.m. to 5:00 p.m. You will work extensively with Microsoft Office, email (including Google Suite if used), and CRM or claims processing systems in a professional, collaborative environment focused on process improvement and customer satisfaction. Dress expectations during onsite training and occasional office visits align with a standard professional office setting.

Job Type & Location

This is a Contract position based out of Portland, OR.

The pay range for this position is $22.00 - $22.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully remote position.

This position is anticipated to close on Jul 3, 2026.

About Aston Carter

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.