Claims Resolution Specialist

First American•Usa, IL

1d•Remote

About The Position

In a call center environment, responds to a high volume of second level incoming calls. Handles service requests and customer inquiries, researches account information and partners with 3rd party contractors to analyze and resolve Home Warranty claims in a timely manner while maintaining a high level of customer service.

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

Nice To Haves

Fluent bilingual Spanish a plus

Responsibilities

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