Claims Resolution Specialist

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. They are passionate about what they do, and we are 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. First American will always strive to be a great place to work, for all.

About the role

In a call center environment, responds to a high volume of second level incoming calls. Handles service requests and customer inquiries, researches account information and partners with 3rd party contractors to analyze and resolve Home Warranty claims in a timely manner while maintaining a high level of customer service.

Responsibilities

• Takes ownership of an assigned caseload from the investigation of the claim through resolution
• Makes decisions and authorize work orders up to a set level
• Identifies issues, analyzes claim and work order facts, gathers, reviews, researches and documents pertinent information
• Takes reports from technicians and homeowners
• Answers incoming calls, emails and voicemails from customers, contractors and escalated calls in a timely manner and according to guidelines
• Purchases necessary parts and equipment within a specified limit and skill set
• Provides homeowners with all relevant information pertaining to contract, claim or work order
• Obtains any necessary documentation from the customer and/or technician
• Offers and explains terms and conditions of claim options, denial, cash out, replacement, reimbursement, outside reimbursement and processes payment requests
• Provides assistance with inbound call volume as needed
• May purchase parts and equipment within a specified limit

Requirements

• High School Diploma
• At least 2 years of customer service experience in a contact center environment
• Strong understanding of Home Warranty policies and technical expertise with systems and appliances
• Able to present data in a clear and understandable manner
• Excellent verbal and written communications skills
• Exceptional customer service skills
• Good organizational skills with the ability to multi-task, prioritize and follow up
• Able to effectively manage difficult situations and customers
• Working knowledge of Microsoft Office and company operating systems

Preferred

• Fluent bilingual Spanish (a plus)

What We Offer

• Comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan

Pay Range

$17.69 - $23.56 hourly, Remote