Claims Resolution Specialist

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 www.
Job Summary Essentials Functions Has authority to make decisions based on policy coverage and authorize work orders up to $300: seeks approval for items that exceed guidelines Answer incoming calls, emails and voicemails from customers, contractors according to guidelines; provide assistance with inbound call volume as needed Manage an assigned caseload from the investigation of the claim through resolution Identify issues, analyze claim and work order facts, gather, review, research and document pertinent information; take reports from technicians and homeowners; create work items for required follow up to allow for sound, timely and cost effective claim closure Obtain any necessary documentation from the customer and/or technician and attach to the contract Provide homeowners with all relevant information pertaining to contract, claim or work order; explain and advise homeowner of options and terms; determine next steps to move claim towards closure Offer and explain terms and conditions of claim options, denial, cash out, replacement, reimbursement, outside reimbursement and process payment requests May require agent to purchase parts and equipment within a specified limit Complexity & Impact Work may vary in complexity and instructions for new tasks may be detailed Perform tasks following performance/ methods and procedures, quality assurance and compliance guidelines Decisions made impact the overall claims cost and Customer Satisfaction scores Supervision Given/Level of Instruction given Work under supervision applying established techniques, procedures or specific standards Work is reviewed for soundness of judgment and overall accuracy Requests or issues that are not general in nature are referred to more experienced team members or supervisor No responsibility for supervision of others Knowledge and Skills/Technology Used Fundamental understanding of Home Warranty polices and appliances helpful Must be comfortable working in a fast paced, high-volume call center with the ability to overcome objections Suitable math skills High stress tolerance Working knowledge of Microsoft Office and company operating systems Research and problem solving skills Ability to overcome objections Excellent listening, written and oral communication skills Ability to present data in a clear and understandable manner Organized, ability to multi task and prioritize work load; time management skills Good judgment and decision making skills Strong customer service skills Typical Education High School Diploma or equivalent Fluent bilingual Spanish a plus Typical Range of Experience Typically has 2-4 years customer service experience in a call center environment Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.
They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
First American invests in its employee's 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.

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