Melissa Seymore

• Ensure claim processing response time and error percentage key performance indicators are met.
• Facilitate team and CEC meetings.
• Review auditing results and implement process improvements.
• Support management in the organizational development and strengthening of the department.
• Ensure Claims Resolution Specialists maintain a high level of performance.
• Support the Trex brand by delivering exceptional service to our customers.
• Help, ensure new employees are adequately trained.
• Provide expertise and leadership for the claims team.
• Lead and participate in continuous improvement projects.
• Deliver targets against key performance indicators.

Monitor workload and adjust assigned tasks as needed.

• Proactively involve internal departments to address quality issues.
• Keep up to date with relevant product changes.
• Compile statistics and data reports specific to CEC.
• Create new reports for Trex internal departments, including but not limited to Quality, Sales, Marketing, and Product Development.
• Lead regular meetings with sales teams to discuss updates related to the claims process.
• Work closely with the Trex legal team on any legal matters involving claims.

• To evaluate all documentation and related information to make a determination of claim approval where a warrantable product defect exists.
• Negotiate, when appropriate, the most suitable, reasonable, and equitable resolution of the issue when a Trex product failure exists. Exercise good business judgment in cases involving key business relationships.
• Ensure all case data is updated in the claims management system timely and accurately.
• Communicate promptly and accurately with all related parties in accordance with department policies and procedures.
• Escalate immediately incidents of previously unidentified issues that may indicate a rising product concern or any safety-related complaints.
• Approve financial commitments related to proposed claim settlements, within designated approval authority.
• Safeguard company assets by ensuring that offers for claim resolutions are within company policy and confines of good business judgment.