[Hiring] Claims Resolution Specialist @First American

Role Description

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.

• Take ownership of an assigned caseload from the investigation of the claim through resolution.
• Make decisions and authorize work orders up to a set level.
• Identify issues, analyze claim and work order facts, gather, review, research and document pertinent information.
• Take reports from technicians and homeowners.
• Answer incoming calls, emails and voicemails from customers, contractors and escalated calls in a timely manner and according to guidelines.
• Purchase necessary parts and equipment within a specified limit and skill set.
• Provide homeowners with all relevant information pertaining to contract, claim or work order.
• Obtain any necessary documentation from the customer and/or technician.
• Offer and explain terms and conditions of claim options, denial, cash out, replacement, reimbursement, outside reimbursement and process payment requests.
• Provide assistance with inbound call volume as needed.
• May purchase parts and equipment within a specified limit.

Qualifications

• High School Diploma.
• Must have 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.
• Ability to present data in a clear and understandable manner.
• Excellent verbal and written communications skills.
• Ability to anticipate customer needs.
• Exceptional customer service skills.
• Good organizational skills with the ability to multi-task, prioritize and follow up.
• Ability to effectively manage difficult situations and customers.
• Must be analytical and detail oriented.
• Working knowledge of Microsoft Office and company operating systems.

Requirements

• Fluent bilingual Spanish a plus.

Benefits

• Comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave.
• Employee stock purchase plan.

Pay Range

$17.69 - $23.56 Hourly, Remote. 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.