HomeCare Manager

Bankers Financial Corp•St. Petersburg, FL

38d•Hybrid

About The Position

We are seeking a HomeCare Manager to join our warranty administration team serving residential homebuilders. In partnership with another HomeCare Manager, you will serve as one of the primary customer-facing voices of the program—handling homeowner and builder communications, coordinating approved repairs, and helping evolve how the service is delivered. You will work from our headquarters Monday through Thursday and enjoy the flexibility of remote work on Fridays, managing warranty requests and homeowner communications through phone, email, and our case-management system.

Requirements

Experience in a homebuilder’s warranty or customer care department, or in a warranty administration role serving residential builders.
Strong communication and coordination skills; comfortable managing high-volume email, phone calls, and digital case queues from a central office location.
Demonstrated ability to exercise sound judgment in gray areas, balancing customer satisfaction with contractual obligations and documented standards.
Proven ability to maintain firm, professional boundaries and handle escalated conversations without being pressured into inappropriate concessions.
Comfortable using case-management or ticketing systems and standard office software to manage workflow and reporting.
Working familiarity with builder-backed warranty frameworks and construction performance standards (e.g., first-year workmanship and materials, systems, and structural concepts).
Product-oriented mindset: curious about how the program can better meet customers’ needs, proactive in proposing enhancements, and collaborative in refining service delivery.

Responsibilities

Serve as a primary point of contact for homeowners regarding warranty issues for assigned builder clients via phone, email, and online submissions.
Receive, review, and adjudicate warranty requests against internal performance standards and established construction performance standards to determine coverage.
Communicate coverage decisions and next steps clearly, including educating homeowners on non-warrantable items and maintenance responsibilities.
Prepare concise work orders for approved items.
Coordinate directly with the builder’s designated subcontractors.
Sequence and schedule repairs by gathering availability from homeowners and confirming dates with subcontractors.
Follow up to confirm completion, address residual concerns, and close out cases.
Track all requests, decisions, communications, and repair activities in a centralized case-management system.
Ensure complete and accurate documentation and reporting for each builder and home.
Help define and refine workflows, scripts, templates, service levels, and reporting to support consistent, scalable delivery of the warranty program.
Maintain a strong understanding of the warranty program structure, performance standards, and typical construction issues to act as an internal and external subject-matter expert.
Partner with sales and leadership as an expert voice in select prospect or client meetings—explaining the program, answering technical questions, and representing capabilities professionally (without primary quota responsibility).