August 16 - September 15, 2021

Claims Resolution Claims Specialist

Santa Rosa-CA

Apply
Company Summary


Join our team! As a member of the First American family of companies, First American Home Warranty offers a wide range of home warranty products and services to home sellers, buyers and agents. As a global leader in providing title insurance, settlement services and risk solutions for real estate transactions, First American (NYSE: FAF) is an ideal place to build your career. We have been entrusted with helping our customers achieve and protect their dream of homeownership since 1889. We believe that our people are the key to the company’s continued success, and we invest in diverse talents and backgrounds and empower our teams to achieve more than they could anywhere else. First American has created an award-winning culture and has been named to the Fortune 100 Best Companies to Work For® list for the fifth consecutive year and to more than 50 regional Best Places to Work lists. For more information, please visit www.homewarranty.firstam.com

Job Summary

Essentials Functions
  • 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

Requirements:
  • High School Diploma
  • Must have at least 2 years of customer service experience in a contact center environment
  • Strong understanding of Home Warranty polices 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

Preferred:
  • Fluent bilingual Spanish a plus

First American invests in its employees’ development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer. For more information about our Company and our dedication to putting People First, check out firstam.com/careers.
Apply