Job Description

Claims Analyst

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.

Essential Duties and 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

Knowledge, Skills & Abilities Required

• 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
• Experience and/or interest in accounting a plus

Please Note: This position will have a hybrid schedule of Monday through Friday with three (3) work days in the Indiana Office located in Lebanon, IN and two (2) work days will be remote work.

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