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Claims Resolution Specialist

Company: First American
Location: Santa Rosa
Posted on: June 12, 2019

Job Description:

Company Summary Join our team! As a global leader in providing title insurance, settlement services and risk solutions for real estate transactions, First American Financial Corporation (NYSE: FAF) is an ideal place to build your career. We have been entrusted with helping our customers achieve and protect their dream of homeownership since 1889. As a member of the First American family of companies, First American Home Warranty offers a wide range of home warranty products and services to home sellers, buyers and agents. We believe that our people are the key to the company's continued success. Because our employees enable our future, we invest in theirs by supporting their careers and promoting their overall wellbeing. First American has created an award-winning culture and has been named to the Fortune 100 Best Companies to Work For-- 2018 list for the third consecutive year and to more than 50 regional Best Places to Work lists. For more information, visit . Job Summary In a contact 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.Essential Functions

  • Takes ownership of claims and drives claim closure/resolution.
  • Makes decisions and authorize work orders up to a set level
  • Identifies and takes appropriate action/process to allow for sound, timely and cost effective claim closure.
  • Answers incoming calls, emails and voicemails from customers, contractors and escalated calls in a timely manner and according to guidelines.
  • Resolve aged warranty claims and expedite to close.
  • Purchase necessary parts and equipment within a specified limit and skill set/trained.
  • Obtains any necessary documentation form the customer and/or technician and attaches to the contract.
  • Provides assistance with inbound call volume as needed.
  • Performs all tasks in accordance to set performance/methods and procedures, quality assurance and compliance guidelines.
    Knowledge and Skills/Technology Used
    • Strong understanding of Home Warranty polices and technical expertise with systems and appliances
    • Strong problem solving and conflict resolution skills
    • Excellent verbal and written communications skills
    • Excellent listening skills
    • Ability to anticipate what the customer wants accomplished
    • Proven customer service skills
    • Good organizational skills with the ability to multi-task, prioritize and follow up
    • Ability to overcome objections
    • Ability to handle difficult situations and customers
    • High stress tolerance
    • Good math skills
    • Analytical and detail oriented.
    • Working knowledge of Microsoft Office
      Typical Education
      • High School Diploma or equivalent
        Typical Range of Experience
        • Typically has 4-6 year's Customer Service experience in a call center environment.
        • Home Warranty or real estate experience desirableFirst American invests in its employees' development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer. For more information about our Company and our dedication to putting People First, check out firstam.com/careers.

Keywords: First American, Santa Rosa , Claims Resolution Specialist, Other , Santa Rosa, California

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