Senior Claims Resolution Specialist

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

• Has authority to make decisions based on policy coverage and authorize work orders up to $750: seeks approval for items that exceed guidelines
• Handle aged, complex and/or escalated claim issues while expediting claims to closure
• Uses in depth knowledge and skills to manage a high volume of claims, resolving multiple customer inquiries simultaneously (web)
• Answer incoming calls, emails and voicemails from customers, contractors according to guidelines; provide assistance with inbound call volume as needed
• Manage an assigned caseload from the investigation of the claim through resolution
• Identify issues, analyze claim and work order facts, gather, review, research and document pertinent information; take reports from technicians and homeowners; create work items for required follow up to allow for sound, timely and cost effective claim closure
• Provide homeowners with all relevant information pertaining to contract, claim or work order; explain and advise homeowner of options and terms; determine next steps to move claim towards closure
• Offer and explain terms and conditions of claim options, denial, cash out, replacement, reimbursement, outside reimbursement and process payment requests
• Purchase necessary parts and equipment within a specified limit and skill set/trained

??Knowledge and Skills/Technology Used

• High School Diploma or equivalent
• 4-6 years of customer service experience in a call center environment
• Fundamental understanding of Home Warranty polices and appliances helpful
• Proficient with Microsoft Office and company operating systems
• Research, analysis, and problem solving skills
• Ability to overcome objections; conflict resolution skills
• Excellent listening, written and oral communication skills
• Ability to present data in a clear and understandable manner
• Organized, ability to multi task and prioritize work load; time management skills
• Good judgment and decision making skills
• Strong customer service skills
• 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.