[Hiring] Sales Support Specialist @First American

Role Description

Claims Advocate Sales Support Specialists resolve highly complex claims escalated from the normal claims channel.

• Investigate, analyze and respond to highly complex claims from various sources:
• Claims addressed to Management
• Claims forwarded to the Corporate Offices
• Claims escalated from other lines of business
• Manage a high volume of claims, resolving multiple customer inquiries simultaneously.
• Answer incoming calls, chats, emails, and voicemails from customers and contractors according to guidelines; provide assistance with inbound call volume and back office work as needed in other areas.
• Manage an assigned caseload for expedited handling and closure.
• Manage the relationship between Brokers, Sales Field, and Homeowners as related to claim activity.
• Offer and explain terms and conditions of claim options, denial, cash out, replacement, reimbursement, outside reimbursement, and process payment requests.
• Pilot innovative company initiatives.
• Represent as a Subject Matter Expert.

Qualifications

• High School diploma or equivalent required; some college preferred
• 3-5 years of previous customer service experience
• Demonstrated ability to handle complex claims
• Excellent communication skills (oral and written)
• Basic mechanical, technical and contract knowledge and understanding (expected to increase with time)
• Exceptional customer service skills
• Critical thinking, 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 escalated conversations
• Effective time management skills

Requirements

• Pay Range: $20.34 - $27.12 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.
• First American will consider for employment all qualified applicants, including those with arrest or conviction records, in a manner consistent with the requirements of applicable state and local laws.
• First American intends to conduct a review of an applicant’s criminal history in connection with a conditional offer.
• First American reasonably believes that a criminal history may have a direct, adverse and negative relationship with the following material job duties for this position potentially resulting in the withdrawal of the conditional offer of employment:
• Handling of confidential, proprietary or trade secret information belonging to First American or its customers
• Administrating or facilitating financial transactions
• The ability to meet customer-imposed criminal history requirements

Benefits

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