Claims Advocate Specialist

About Us

Join a team that puts its People First! As a member of First American’s family of companies, First American Home Warranty offers a wide range of home warranty products and services to home sellers, buyers, and agents. Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. We are passionate about what we do, and equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for eleven consecutive years. We have also earned awards as a best place to work for women, diversity, and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists.

About the Role

The Claims Advocate is responsible for finding resolution to highly complex or highly escalated claims that cannot be handled through normal claims channels.

• Investigating, analyzing, and responding to highly complex claims escalated to management, Corporate, or other lines of business
• Managing support on inbound rotary to review high-priority claims while resolving multiple customer inquiries simultaneously
• Answering incoming calls, chats, emails, and voicemails from customers and contractors, providing assistance with call volume and back-office work as needed
• Offering and effectively explaining terms and conditions of claim options, denial, cash out, replacement, reimbursement, outside reimbursement, and processing payment requests
• Piloting innovative company initiatives

Requirements

• Bachelor’s Degree or commensurate work experience
• 1-2 years of previous customer service experience
• Excellent communication skills (oral and written)
• Basic mechanical, technical, and contract knowledge and understanding
• Exceptional customer service skills
• Possess analytical and investigative skills
• Proficient in Microsoft Word, Outlook, and ability to navigate through Access
• Fundamental understanding of the home warranty industry
• Ability to keep composure in hostile conversations

Preferred Qualifications

• Previous leadership experience (work-related, school, or extracurricular activities)

Pay

Pay Range: $20.34 - $27.12 hourly. This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on job-related knowledge, skills, experience, business requirements, and geographic location.

Benefits

Based on eligibility, First American offers a comprehensive benefits package including:

• Medical, dental, and vision coverage
• 401k retirement plan
• PTO and paid sick leave
• Employee stock purchase plan

We embrace and support individuality, fostering an authentic and inclusive workplace for all. First American is an equal opportunity employer.