Claims Specialist

About the Job – Claims Specialist

Who We Are Brolly Labs, now rebranded as CatalyzeX , is a business process outsourcing specialist that combines deep process expertise with top offshore talent to deliver strong, reliable outcomes for our clients.

We're looking for a Claims Specialist to support our Claims Team by handling disputes, reviewing documentation, and managing claim resolutions from start to finish. This role is highly detail-oriented and requires someone who can follow structured processes while confidently handling difficult customer situations.

You'll be working on claims related to damages, service issues, and disputes—ensuring each case is properly reviewed, documented, and resolved in line with company policies.

This is a full-time role. We're looking for someone fully committed, not juggling multiple jobs.

What You'll Do

Claims & Dispute Handling (Primary Focus)

• Handle disputes via Stripe by submitting evidence (transactions, delivery proof, comms)
• Manage furniture/home item claims (damage, defects, delivery issues)
• Document cases clearly with photos, notes, and timelines
• Identify suitable replacements based on design, size, and material
• Ensure all actions follow company policies and Terms of Service

Documentation & Case Management

• Prepare settlement letters (NDA-style) using DocuSeal
• Use Google Sheets and Google Docs for tracking and documentation
• Review PDFs and bills of lading with strong attention to detail
• Maintain accurate and complete case records

Customer Communication & Negotiation (Secondary Focus)

• Handle customer calls regarding disputes and service issues
• Manage difficult conversations involving pushback on time, cost, or service expectations
• De-escalate frustrated customers while maintaining control of the conversation
• Handle tough negotiations, especially around service time expectations and disputes

Who You Are

• Detail-oriented and process-driven
• Strong attention to documentation accuracy
• Comfortable handling difficult customer conversations
• Strong English communication skills (written and verbal)
• Calm under pressure and able to enforce policy professionally

What You Bring

• Experience in claims, disputes, or escalation handling
• Experience working with Google Sheets, Google Docs, and PDFs
• Ability to follow structured processes and policies
• Experience handling customer calls

Preferred Experience (E-commerce Claims Handling)

• Product Not Received (PNR) – validate tracking and delivery proof
• Item Not as Described (INAD) – compare listings vs. reported issues
• Shipping Damage – assess documentation and determine