Claims Investigator, PSA

Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We grade, authenticate, vault and sell millions of record-setting collectibles, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We’re always on the lookout for talented people to join our growing team.

Our services span collectible coins, trading cards, Funko Pops!, video games, event tickets, autographs, and memorabilia. Our subsidiaries include PSA, PCGS, WATA, Card Ladder, Goldin, and the Long Beach Expo collectibles trade show.

Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 1,700 people across our headquarters in Santa Ana and offices in Jersey City, Seattle, Hong Kong, Paris, Shanghai, and Tokyo.

We’re looking for a Claims Investigator to join our Collectors Claims team, providing essential assistance to our customers during their times of need. Our team's core responsibility revolves around efficiently handling claims for customers who may have encountered damage or loss of their items during their return journey. In this role, your primary emphasis will be serving as the central liaison for our customers whenever they must navigate the complexities of a claim related to their collectibles. Your key responsibilities will involve guiding customers through the claims process through effective communication via both phone and email.

You’ll report to the Claims Manager and work from our Santa Ana, CA corporate headquarters. 

What You’ll Do:

• Review and analyze camera footage to determine the whereabouts of missing items and investigate the cause of any damage.
• Conduct chain of custody investigations to trace each stage of an item’s handling, ensuring accountability and accuracy in item tracking.
• Accurately document findings and maintain notes to inform stakeholders of updates and progress.
• Draft detailed, clear, and accurate reports outlining investigation results, observations, and conclusions.
• Identify and document trends observed while reviewing footage, providing insights for preventive measures.
• Deliver exceptional internal customer service by promptly addressing inquiries and concerns related to item status.
• Collaborate closely with other departments to confirm and refine handling and storage procedures.

Who You Are: 

• High school diploma or equivalent; college degree preferred.
• 2+ years of customer service or administrative experience
• Previous experience in surveillance or security would be an asset
• Ability to work independently and collaboratively in a fast-paced environment.
• Excellent organization and communication skills, both verbal and written.
• Ability to manage time while prioritizing multiple tasks.
• Exceptional attention to detail and a commitment to producing high-quality work.
• Proficient in Microsoft Word, Excel and Google Suite Products.
• Knowledge of SalesForce would be an asset.

Physical Requirements:

• Sitting
• Standing
• Twisting neck        
• Hand Use        

Hourly Rate: 

The reasonable estimated hourly range for this position is $20.50-$23. Actual compensation varies based on a variety of non-discriminatory factors, including location, job level, prior experience and skill set.

Reasons To Join Us: 

• Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision 
• 401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goals 
• Vacation: All full-time employees are eligible for paid vacation 
• Holiday Pay: All regular, full-time employees are eligible for ten company paid holidays 
• Employee Discounts: Employees receive discounts on select grading services for approved submissions 
• Flexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs 
• Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities