Claims Quality Control Coordinator (Hybrid in CA)

First American•Santa Ana, CA

12d•$18 - $24•Hybrid

About The Position

Responsible for receiving, reviewing, and processing potential claims documentation while serving as a key point of contact for customers contacting the National Intake Center (NIC). Responds to customer inquiries, gathers and verifies claim-related information, and ensures claims are accurately documented and routed for timely handling. This position reports to the Senior Claims Manager, National Intake Center.

Requirements

High School diploma or equivalent required
Typically 3+ years of experience in title, escrow, mortgage, customer service, administrative support, or a related field.
Exceptional attention to detail with a strong commitment to accuracy and quality.
Strong technical proficiency with the ability to navigate multiple systems and applications simultaneously.
Proficient in Microsoft Office Suite, including Word, Excel, Outlook, and PowerPoint.
Excellent verbal and written communication skills with the ability to interact professionally with customers and internal partners.
Strong organizational, time management, and prioritization skills.
Demonstrated ability to manage multiple tasks, meet deadlines, and perform effectively in a fast-paced environment.
Self-motivated team player with a customer-focused approach and strong problem-solving skills.

Nice To Haves

Bachelor's degree preferred.
Working knowledge of title and escrow processes and/or mortgage industry practices preferred.

Responsibilities

Conduct quality control reviews of potential claims opened by the Claims Intake team to ensure accuracy, completeness, and adherence to established standards.
Verify that quality control and data entry requirements are consistently met for all potential claims.
Document and communicate quality review findings and trends to NIC management.
Serve as a regional and process-specific subject matter resource, providing guidance and support to internal stakeholders.
Act as a liaison between Claims Centers and Claims Intake associates to promote effective communication and process alignment.
Investigate and resolve claim package discrepancies escalated by the Claims Intake team or Claims Centers.
Respond to inquiries from claimants and Claims Center personnel within established service level timeframes.
Escalate complex or sensitive issues to NIC management or Claims Centers as appropriate.
Support the testing and implementation of new processes, system enhancements, and future technology releases.
Perform initial claim evaluations and triage to determine claim type, urgency, and appropriate routing.
Review submitted documentation, identify missing information, and request additional materials needed to initiate the claims investigation process.
Serve as the first point of contact for customers regarding potential claim filings and general claims-related inquiries.
Receive and process potential claims submitted via phone, email, fax, and mail.
Research internal First American transaction systems to identify related transactions and obtain supporting documentation.
Enter and maintain accurate claim information within the claims management system.
Scan, upload, and organize supporting documentation to ensure complete electronic claim files.
Prepare and distribute claimant acknowledgements and related correspondence.
Route notices of claim to the appropriate Claims Center based on geographic and operational guidelines.
Assess potential claims for urgency and promptly notify Claims Centers of high-priority matters requiring immediate attention.