Claims Analyst

Creating Peace of Mind by Pioneering Safety and Security
- At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 30 brands, 12,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and _beyond. Additionally,_ in 2024 we were awarded the Gallup Exceptional Workplace Award, which recognizes the most engaged workplace cultures in the world._

Job Scope:
Responsible for the processing of customers stock-based and price-based claims from beginning to resolution. Ensure Allegion (Australia) Pty Ltd business rules are adhered to. This role includes liaising with the warehouse, sales representatives, customer service officers, credit officers and other internal business units as well as our external customers and freight forwarders. Responsibility to ensure there is detailed analysis of credit claims and disputes.

Primary Responsibilities:
Financial:

- Process the customer claims accurately and in a timely manner
- GL Reconciliation of Credit Claims and returns not yet credited

Customer:

- Develop and maintain external relationships with local and national stakeholders of the department including customers
- Build relationships with internal stakeholders including sales, distribution, shared services, customer service and credit officers to resolve claims and payment management.
- Enter claims into CRM on receipt and completion and ensure timely processing of credits in M3
- Ensure authorization and approvals are completed and followed up as necessary
- Customer disputed claims to be reviewed with business managers weekly
- Complete due diligence on pricing claims to identify root cause and provide internal feedback

Operational:

- All short delivery / incorrect warehouse delivery claims are within the business rules of 48 hours notification prior to further investigation
- All stock return claims are within the Allegion (Australia) Pty Ltd business rules
- Develop and distribute analysis of credit claims and disputes
- Identify opportunities and work with business managers for process improvements to reduce claims and disputes.
- Further develop and maintain claims and stock returns policy
- Ensure ongoing departmental compliance to business rules and set processes.
- Contribute to the improvement of CRM system and proactive assist in the resolution of issues.
- Recommend and provide continuous improvement initiatives to drive efficiencies within claims processing.

People:

- Provide feedback around claims issues to internal stakeholders. Ensure they understand and are provided with adequate information to advise or improve credit processes.
- Lead, coach, develop and motivate team members utilizing the appropriate Allegion (Australia) Pty Ltd tools and resources, to ensure a high level of performance, delivery and engagement
- Ensure you understand and behave in alignment with the cultural pillars and social contract

Safety:

- Ensure reasonable care for your own safety and that of the environment, including taking care of other workers who may be affected by your acts or omissions at the workplace.
- Do not carry out work for which you do not have the prescribed qualifications or experience unless carried out under the supervision of a worker who does have the prescribed qualifications or experience.

Additional Duties:
Carry out additional activities as directed from time to time by the Manager of this position

Job Specification:
Part A: Job Knowledge / Technical Skills / Qualifications
- 2 to 4 years of experience across a range of businesses (preferably in a public company) in administration or credit teams
- Experience in dealing with both internal and external customers in a multi-tasking environment
- Administration and Management: Knowledge of and skill to implement business processes related to process improvement
- Management of People: Skills influencing team members and colleagues and maintaining good personal relationships with all members of Allegion (Australia) Pty Ltd and external customers.
- Numerical Reasoning Ability: Good Computer skills

Part B: Personal Skills
- Personal Impact: Create personal credibility through actions and manner. Highly developed interpersonal skills.
- Dependability: Reliable, responsible, and dependable, and fulfils obligations.
- Stress Tolerance: Accepts criticism and deals calmly and effectively with high stress situations
- Embraces Allegion (Australia) Pty Ltd values & applies personal resources, talents, skills, energy & time to achieve work goals aligned with Vision, Purpose and Values
- Engages others to achieve organizational goals and works together to create solutions that benefit all stakeholders
- Demonstrates interpersonal (social & emotional) intelligence to foster high performance teamwork
- Challenges and leads that business and themselves & team to excel and improve organizational performance
- Applies knowledge of the busin