Claims Resolution 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 ten 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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The Claims Resolution Specialist will respond to a high volume of second level incoming calls, resolve service requests and customer inquiries. Provide homeowners with all relevant information pertaining to the contract, claim or work order. Review claim and work order facts; gather, research and document pertinent information; take reports from technicians and homeowners to allow for sound, timely and cost effective decision making while taking action to drive the claim to closure and provide a high level of customer service.

Intermediate levels require a solid understanding of functional tasks. Assistance may be required from more experienced team members will vary depending on task complexity. Work may be reviewed for new or more complex tasks.

• 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

• 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
• Fluent bilingual Spanish a plus

Salary Range:

$32,600 - 54,300

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…