Customer Claims & Dispute Specialist

Job Description

Are you excited to help ensure timely claims resolution and maintain positive relationships with clients? Join the LEGO Group® in Prague and play a key role in ensuring efficient, compliant, and customer-focused claims handling within our Order to Cash (OTC) function!

Core Responsibilities

• Review, investigate, and process claims in accordance with policy terms, internal guidelines, and regulatory requirements
• Analyze coverage, liability, and damages to determine claim eligibility and appropriate settlement outcomes
• Manage assigned claim portfolios, including complex or high-risk cases, ensuring timely resolution
• Gather, evaluate, and validate documentation, reports, and supporting evidence related to claims
• Communicate with customers, logistics providers, and internal partners to resolve claims efficiently
• Identify potential fraud or recovery opportunities and escalate where necessary
• Prepare claim recommendations, settlements, denials, and credit notes in line with policies
• Maintain accurate claim records and ensure compliance with audit and documentation standards
• Monitor claim progress, timelines, reserves, and ensure adherence to SLAs, benchmarks, and guidelines

This is a temporary role for 2 years based in Prague – Jinonice (relocation assistance is not provided).

Play your part in our team succeeding

The OTC department supports the LEGO Group by delivering consistent, high-quality, and customer focused execution of processes, combined with strong partner management. This enables Business Service Operations (BSO) to deliver significant value to the overall organization!

As a Claims Management Specialist, you will play a key role in maintaining a sustainable and high-performing OTC function. You will work in a collaborative and dynamic environment where process excellence, quality, continuous improvement, and a positive team culture are at the heart of everything we do.

Do you have what it takes?

• Proven experience in claims, international customer service or order management
• Proven ability to work collaboratively in a global setting, with an end-to-end process approach
• Advanced level of English and additional European language (German, French, Spanish, or Italian) is a must
• Excellent interpersonal and communication skills, with the ability to engage both internal and external partners
• Strong collaboration skills and ability to build trust and credibility across teams

What would be an advantage?

• Experience working in a Shared Service Center environment with a focus on process optimization
• Experience with SAP, HighRadius, or other claims/dispute management systems

#li-eb2

#LI-Hybrid

#bsoprague

Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.

What’s in it for you?

Here is what you can expect:

Family Care Leave - We offer enhanced paid leave options for those important times.

Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

Wellbeing - We want our people to feel well and thrive. We offer resources and benefits to nurture physical and mental wellbeing along with opportunities to build community and inspire creativity.

Colleague Discount – We know you'll love to build, so from day 1 you will qualify for our generous colleague discount.

Bonus - We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme.

Workplace - When you join the team you'll be assigned a primary workplace location i.e. one of our Offices, stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.

Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team.

The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

Thank you for sharing our global commitment to Children’s Rights.

Just imagine building your dream career.

Then make it real.

Join the LEGO® team today.