Claims Resolution Specialist

First American; Springfield (IL); Remote; USD 24,000 - 32,000; Full time

Job summary

First American Home Warranty is seeking a customer service specialist for a high-volume call center. You will respond to service requests, coordinate with third-party contractors, and resolve Home Warranty claims while delivering strong customer support.

Responsibilities include owning cases from investigation to resolution, reviewing information, and communicating with homeowners and contractors. Bilingual Spanish is a plus; remote role with competitive hourly pay.

Qualifications

• High School Diploma.
• 2+ years of customer service experience in a contact center.
• Strong understanding of Home Warranty policies and technical familiarity with appliances/systems.
• Excellent verbal and written communications skills.
• Ability to multitask and manage difficult customers.

Responsibilities

• Take ownership of an assigned caseload from investigation through resolution.
• Make decisions and authorize work orders within a defined limit.
• Identify issues, analyze facts, gather and document pertinent information.
• Handle inbound calls, emails, and voicemails from customers and contractors.
• Explain terms and options of claims and payments to homeowners.

Skills

Customer service

Communication

Multitasking

Analytical thinking

Microsoft Office

Education

High School Diploma

Tools

Microsoft Office

Company systems

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 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

In a call 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.

Essentials Functions

• Take ownership of an assigned caseload from the investigation of the claim through resolution
• Make decisions and authorize work orders up to a set level
• Identify issues, analyze claim and work order facts, gather, review, research and document pertinent information
• Take reports from technicians and homeowners
• Answer incoming calls, emails and voicemails from customers, contractors and escalated calls in a timely manner and according to guidelines
• Purchase necessary parts and equipment within a specified limit and skill set
• Provide homeowners with all relevant information pertaining to contract, claim or work order
• Obtain any necessary documentation from the customer and/or technician
• Offer and explain terms and conditions of claim options, denial, cash out, replacement, reimbursement, outside reimbursement and process payment requests
• Provide assistance with inbound call volume as needed
• May purchase parts and equipment within a specified limit

Requirements

• High School Diploma
• Must have at least 2 years of customer service experience in a contact center environment
• Strong understanding of Home Warranty polices and technical expertise with systems and appliances
• Ability to present data in a clear and understandable manner
• Excellent verbal and written communications skills
• Ability to anticipate customer needs
• Exceptional customer service skills
• Good organizational skills with the ability to multi-task, prioritize and follow up
• Ability to effectively manage difficult situations and customers
• Must be analytical and detail oriented
• Working knowledge of Microsoft Office and company operating systems

Preferred

• Fluent bilingual Spanish a plus

Pay Range

Pay Range: $17.69 - $23.56 Hourly, Remote 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.

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.