Claims Quality Control Coordinator (Hybrid in CA)

About Us

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.

What We Do

Responsible for receiving, reviewing, and processing potential claims documentation while serving as a key point of contact for customers contacting the National Intake Center (NIC). Responds to customer inquiries, gathers and verifies claim-related information, and ensures claims are accurately documented and routed for timely handling. This position reports to the Senior Claims Manager, National Intake Center.

Responsibilities

• Conduct quality control reviews of potential claims opened by the Claims Intake team to ensure accuracy, completeness, and adherence to established standards.
• Verify that quality control and data entry requirements are consistently met for all potential claims.
• Document and communicate quality review findings and trends to NIC management.
• Serve as a regional and process-specific subject matter resource, providing guidance and support to internal stakeholders.
• Act as a liaison between Claims Centers and Claims Intake associates to promote effective communication and process alignment.
• Investigate and resolve claim package discrepancies escalated by the Claims Intake team or Claims Centers.
• Respond to inquiries from claimants and Claims Center personnel within established service level timeframes.
• Escalate complex or sensitive issues to NIC management or Claims Centers as appropriate.
• Support the testing and implementation of new processes, system enhancements, and future technology releases.
• Perform initial claim evaluations and triage to determine claim type, urgency, and appropriate routing.
• Review submitted documentation, identify missing information, and request additional materials needed to initiate the claims investigation process.
• Serve as the first point of contact for customers regarding potential claim filings and general claims-related inquiries.
• Receive and process potential claims submitted via phone, email, fax, and mail.
• Research internal First American transaction systems to identify related transactions and obtain supporting documentation.
• Enter and maintain accurate claim information within the claims management system.
• Scan, upload, and organize supporting documentation to ensure complete electronic claim files.
• Prepare and distribute claimant acknowledgements and related correspondence.
• Route notices of claim to the appropriate Claims Center based on geographic and operational guidelines.
• Assess potential claims for urgency and promptly notify Claims Centers of high-priority matters requiring immediate attention.

Requirements

• High School diploma or equivalent required; Bachelor's degree preferred.
• Typically 3+ years of experience in title, escrow, mortgage, customer service, administrative support, or a related field.
• Working knowledge of title and escrow processes and/or mortgage industry practices preferred.
• Exceptional attention to detail with a strong commitment to accuracy and quality.
• Strong technical proficiency with the ability to navigate multiple systems and applications simultaneously.
• Proficient in Microsoft Office Suite, including Word, Excel, Outlook, and PowerPoint.
• Excellent verbal and written communication skills with the ability to interact professionally with customers and internal partners.
• Strong organizational, time management, and prioritization skills.
• Demonstrated ability to manage multiple tasks, meet deadlines, and perform effectively in a fast-paced environment.
• Self-motivated team player with a customer-focused approach and strong problem-solving skills.

Pay

Pay Range: $17.68 - $23.56 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 a number of factors which may include job-related knowledge, skills, experience, business requirements, and geographic location.

Benefits

Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave, and other great benefits like an employee stock purchase plan.