Sales Support Specialist

First American • Usa, CA

1d • $20 - $27 • Remote

About The Position

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. For more information, please visit www.careers.firstam.com. What We Do Claims Advocate Sales Support Specialists resolve highly complex claims escalated from the normal claims channel. What You'll Do Investigate, analyze and respond to highly complex claims from the following sources: claims addressed to Management, claims forwarded to the Corporate Offices, claims escalated from other lines of business. Manage a high volume of claims, resolving multiple customer inquiries simultaneously. Answer incoming calls, Chats, emails and voicemails from customers and contractors according to guidelines; provide assistance with inbound call volume and back office work as needed in other areas. Manage an assigned caseload for expedited handling and closure. Manage the relationship between Brokers, Sales Field, and Homeowners as related to claim activity. Offer and explain terms and conditions of claim options, denial, cash out, replacement, reimbursement, outside reimbursement and process payment requests. Pilot innovative company initiatives. Represent as a Subject Matter Expert.

Requirements

• High School diploma or equivalent required; some college preferred
• 3-5 years of previous customer service experience
• Demonstrated ability to handle complex claims
• Excellent communication skills (Oral and written)
• Basic mechanical, technical and contract knowledge and understanding (expected to increase with time)
• Exceptional customer service skills
• Critical thinking, 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 escalated conversations
• Effective time management skills

Responsibilities

• Investigate, analyze and respond to highly complex claims from the following sources: claims addressed to Management, claims forwarded to the Corporate Offices, claims escalated from other lines of business.
• Manage a high volume of claims, resolving multiple customer inquiries simultaneously.
• Answer incoming calls, Chats, emails and voicemails from customers and contractors according to guidelines; provide assistance with inbound call volume and back office work as needed in other areas.
• Manage an assigned caseload for expedited handling and closure.
• Manage the relationship between Brokers, Sales Field, and Homeowners as related to claim activity.
• Offer and explain terms and conditions of claim options, denial, cash out, replacement, reimbursement, outside reimbursement and process payment requests.
• Pilot innovative company initiatives.
• Represent as a Subject Matter Expert.

Benefits

• Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees