Claims Coordinator - Quality & Customer Liaison

firstam; Santa Ana (CA); On-site; USD 25,000 - 33,000; Full time

Benefits offered by this job

Medical benefits

401k

PTO / Paid sick leave

Employee stock purchase plan

Job summary

First American in Santa Ana, CA is seeking a detail-oriented Claims Support Specialist to be the first contact for customers navigating the claims process. You will review and evaluate potential claims, gather information, and collaborate with internal teams to ensure timely resolution.

The ideal candidate has a high school diploma, 3+ years in title/escrow or customer service, and strong accuracy with MS Office. This on-site role offers comprehensive benefits and stable career growth.

Qualifications

• High School diploma or equivalent required; Bachelor's degree preferred.
• Typically 3+ years of experience in title, escrow, mortgage, customer service, administrative support, or a related field.
• Working knowledge of title and escrow processes and/or mortgage industry practices preferred.
• Exceptional attention to detail with a strong commitment to accuracy and quality.
• Strong technical proficiency with the ability to navigate multiple systems and applications simultaneously.
• Proficient in Microsoft Office Suite, including Word, Excel, Outlook, and PowerPoint.
• Excellent verbal and written communication skills with the ability to interact professionally with customers and internal partners.
• Strong organizational, time management, and prioritization skills.
• Demonstrated ability to manage multiple tasks, meet deadlines, and perform effectively in a fast-paced environment.
• Self-motivated team player with a customer-focused approach and strong problem-solving skills.

Responsibilities

• Conduct quality control reviews of potential claims opened by the Claims Intake team to ensure accuracy, completeness, and adherence to established standards.
• Verify that quality control and data entry requirements are consistently met for all potential claims.
• Document and communicate quality review findings and trends to NIC management.
• Serve as a regional and process-specific subject matter resource, providing guidance and support to internal stakeholders.
• Act as a liaison between Claims Centers and Claims Intake associates to promote effective communication and process alignment.
• Investigate and resolve claim package discrepancies escalated by the Claims Intake team or Claims Centers.
• Respond to inquiries from claimants and Claims Center personnel within established service level timeframes.
• Escalate complex or sensitive issues to NIC management or Claims Centers as appropriate.
• Support the testing and implementation of new processes, system enhancements, and future technology releases.
• Perform initial claim evaluations and triage to determine claim type, urgency, and appropriate routing.
• Review submitted documentation, identify missing information, and request additional materials needed to initiate the claims investigation process.
• Serve as the first point of contact for customers regarding potential claim filings and general claims-related inquiries.
• Receive and process potential claims submitted via phone, email, fax, and mail.
• Research internal First American transaction systems to identify related transactions and obtain supporting documentation.
• Enter and maintain accurate claim information within the claims management system.
• Scan, upload, and organize supporting documentation to ensure complete electronic claim files.
• Prepare and distribute claimant acknowledgements and related correspondence.
• Route notices of claim to the appropriate Claims Center based on geographic and operational guidelines.
• Assess potential claims for urgency and promptly notify Claims Centers of high-priority matters requiring immediate attention.

Skills

Attention to detail

Microsoft Office

Communication

Multi-tasking

Customer service

Problem solving

Education

High School diploma

Bachelor's degree preferred

Tools

Microsoft Office Suite

Job description

First American in Santa Ana, CA is seeking a detail-oriented Claims Support Specialist to be the first contact for customers navigating the claims process. You will review and evaluate potential claims, gather information, and collaborate with internal teams to ensure timely resolution.

The ideal candidate has a high school diploma, 3+ years in title/escrow or customer service, and strong accuracy with MS Office. This on-site role offers comprehensive benefits and stable career growth.