Claims Advocate Specialist

Who We Are

Join a team that puts its People First! As a member of First American’s family of companies, First American Home Warranty offers a wide range of home warranty products and services to home sellers, buyers and agents. Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential.

Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for eleven consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all.

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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. Because our employees enable our future, we invest in theirs by supporting their careers and promoting their overall wellbeing. First American has created an award-winning culture and has been named to the Fortune 100 Best Companies to Work For® 2018 list for the sixth consecutive year.

The Claims Advocate is responsible for finding resolution to highly complex or highly escalated claims that cannot be handled through normal claims channels. The primary functions of the role include:
Investigating, analyzing and responding to highly complex claims from escalated to management, Corporate or other lines of business Managing support on inbound rotary to review high priority claims, while resolving multiple customer inquiries simultaneously Answering incoming calls, chats, emails and voicemails from customers and contractors providing assistance with call volume and back office work as needed Offering and effectively explaining terms and conditions of claim options, denial, cash out, replacement, reimbursement, outside reimbursement and process payment requests Piloting innovative company initiatives.

• Bachelors Degree or commensurate work experience
• 1-2 years of previous customer service experience
• Excellent communication skills (Oral and written)
• Basic mechanical, technical and contract knowledge and understanding
• Exceptional customer service skills
• Possess 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 hostile conversations
• Preferred Previous leadership experience desired but not required (experience could be work related, school or extracurricular activities related)

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.

** Note that the following statements only apply to candidates who will be working from an unincorporated area within Los Angeles County.
** 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 (e.g., the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act). 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…