Claims Quality Control Coordinator (Hybrid in CA)

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

Job summary

First American is hiring for a Claims Quality Control role in California to review and process potential claims. You will ensure accuracy, document findings, and liaise with NIC management and Claims Centers while supporting system enhancements and intake operations.

The position emphasizes attention to detail, strong communication, and the ability to manage multiple tasks in a fast-paced environment. Bachelor's degree is preferred and familiarity with title/escrow is a plus.

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

Communication skills

Organization

Time management

Problem-solving

Team player

Customer-focused

Education

High School diploma or equivalent

Bachelor's degree preferred

Tools

Microsoft Office Suite

Job description

Who We Are Join a team that puts its People First! 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 eleven 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

Responsible for receiving, reviewing, and processing potential claims documentation while serving as a key point of contact for customers contacting the National Intake Center (NIC). Responds to customer inquiries, gathers and verifies claim-related information, and ensures claims are accurately documented and routed for timely handling. This position reports to the Senior Claims Manager, National Intake Center.

What You'll Do

• 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.

What You Bring

• 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.

Pay Range

Pay Range: $17.68 - $23.56 Hourly This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location. ** Note that the following statements only apply to candidates who will be working from an unincorporated area within Los Angeles County. ** First American will consider for employment all qualified applicants, including those with arrest or conviction records, in a manner consistent with the requirements of applicable state and local laws (e.g., the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act). First American intends to conduct a review of an applicant’s criminal history in connection with a conditional offer. First American reasonably believes that a criminal history may have a direct, adverse and negative relationship with the following material job duties for this position potentially resulting in the withdrawal of the conditional offer of employment: handling of confidential, proprietary or trade secret information belonging to First American or its customers, administrating or facilitating financial transactions, and the ability to meet customer-imposed criminal history requirements.

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 is inclusive for all employees - not just because it's the right thing to do, but 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.

This philosophy has cultivated a culture of happy employees who are highly engaged, passionate about their work and leave each day feeling they have made a difference.

By submitting this application, you may convey certain personal information to First American. This information is collected for the sole purpose of determining your qualification for the position you are applying. California residents may learn more by viewing our Privacy Policy. County of Los Angeles Fair Chance Ordinance E-Verify Participation Poster