Sr. Claims Representative

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<div class="isg-job-description“>Who We Are

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

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.

What You’ll Do

• 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

What You’ll Bring

• 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 knowledgeis 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

Salary Range

What We Offer

By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it’s the right thing to do, but also because it’s the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.

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.
First 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.

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