[Hiring] Claims and Warranty Resolution Specialist @Homee

Role Description

The Complex Property Claims Specialist is responsible for managing escalated issues related to residential, commercial, large loss and complex claims, including workmanship and warranty claims. This role ensures that all escalations and workmanship claims are handled promptly and efficiently while maintaining high standards of quality and customer satisfaction. The specialist will serve as the primary point of contact for customers experiencing issues, working closely with internal teams and contractors to resolve problems and ensure warranty terms are met.

Key Responsibilities

• Act as the primary point of contact for customers with escalated mitigation and repair issues, including workmanship and warranty claims.
• Review and assess warranty claims to determine the appropriate course of action.
• Review contractor estimates for technical and pricing accuracy, and ensure it meets industry guidelines.
• Coordinate with contractors, vendors, and internal teams to ensure timely and effective resolution of warranty and repair issues.
• Monitor and track the status of escalated issues and warranty claims, ensuring timely follow-up and movement forward to resolution.
• Ensure that all repair and warranty work meet company standards and complies with contractual obligations.
• Document all customer interactions and claim details in the company’s system to ensure accurate record-keeping.
• Conduct audits and quality reviews of completed repair work to verify workmanship and adherence to warranty terms.
• Provide regular updates to management and carrier clients on the status of escalated issues and workmanship claims.
• Identify trends in escalated issues or repair workmanship and recommend process improvements to prevent future occurrences.
• Collaborate with the quality assurance team to ensure consistent application of repair and workmanship standards.
• Review contractor estimates, advise and collaborate on revisions pursuant to Carrier guidelines for submission.
• Update the carrier with recommendations, suggestions and concerns specific to these claims to maintain a relationship where we provide value, support, and transparency.

Qualifications

• 5-10 years of claim handling experience with residential, commercial, large loss and complex property claims handling.
• Experience in identifying, handling and resolving escalated customer issues, particularly in an insurance claim repair context.
• Strong knowledge of repair workmanship standards and warranty processes.
• Excellent communication skills, both written and verbal, with the ability to interact effectively with carrier customers, contractors, and internal teams.
• Exceptional problem-solving skills and the ability to handle difficult situations with tact and professionalism.
• Strong organizational and time management skills, with the ability to manage multiple claims simultaneously.
• Attention to detail and a commitment to quality in all aspects of work.
• Ability to use technology to track and manage work efficiently.
• Industry certifications such as IICRC, HAAG, and CPCU is preferred.
• Experience with Verisk (Xactimate and XactAnalysis) and CoreLogic (Symbility, Workspace) products is required.
• Experience with both daily and CAT claims is preferred.