Sr. Claims Representative

First American • Usa, CA

57d

About The Position

In a call center environment, 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.Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks. Demonstrates excellent judgment with work typically performed under general supervision. May be viewed as subject matter expert on variety of tasks.

Requirements

• High School Diploma or equivalent
• Fluent bilingual Spanish a plus
• At least 4 years customer service experience in a call center environment
• Ability to effectively communicate verbally and in writing, with a wide variety of stakeholders
• Contract and claim process knowledge is essential in this role
• Adaptability to changing priorities
• Technical/trades familiarity
• A solid understanding of purchasing process
• Moderate sales oriented skillset to help build value in the upgrade option when speaking with homeowners
• Familiarity with authorization systems and process
• Fundamental understanding of Home Warranty polices and appliances helpful
• Proficient with Microsoft Office and company operating systems
• Exceptional organizational skills, with an ability to multi-task and prioritize work load
• Good judgment and decision-making skills
• Strong customer service skills

Responsibilities

• Facilitate the review, updating and sending of HVAC upgrade offers from contractors to homeowners. This entails review and processing of contractor reports, application of contract coverage, sufficient knowledge of HVAC equipment to confirm the upgrade options make logical sense and inventory validation with multiple suppliers
• Collaborate with contractors through email and phone to verify and alter offers as needed prior to and sometimes after offers have been sent or accepted
• Interface with homeowners, primarily via phone, to answer process, technical, coverage and other general questions related to the claim and upgrade processes
• Work with other FA business units to facilitate resolution of claims that may have multiple resolution paths, whether an accepted upgrade, a declined upgrade, cash out, OSR

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