Claims Resolution Specialist

First American Home Warranty; United States; On-site; USD 42,000 - 65,000; Full time

Job summary

First American Home Warranty is seeking a Claims Resolution Specialist to handle a high volume of second-level calls, guiding claims from investigation to closure with superior customer service.

You will own caseloads, authorize work orders within set limits, analyze claim details, coordinate with technicians and homeowners, and ensure accurate documentation and timely communication throughout the process. A focus on data presentation and staying organized will help you excel in this role.

Qualifications

• 2+ years of customer service experience in a contact center environment.
• Strong understanding of home warranty policies and technical systems.
• Ability to present data clearly and communicate effectively.

Responsibilities

• Take ownership of an assigned caseload from investigation through resolution.
• Make decisions and authorize work orders up to a set level.
• Identify issues, analyze claim and work order facts, gather, review and document information.
• Take reports from technicians and homeowners.
• Answer calls, emails and voicemails from customers, contractors and escalated cases promptly.
• Purchase necessary parts within a specified limit and skill set.
• Provide homeowners with information regarding contracts, claims or work orders.
• Explain terms of claim options and process payments.

Skills

Customer service

Communication skills

Analytical thinking

Detail oriented

Multitasking

Education

High School Diploma

Tools

Microsoft Office

Job description

The Claims Resolution Specialist will respond to a high volume of second level incoming calls where they will be responsible for taking action to drive the claim to closure and provide a high level of customer service.

What You'll Do:

• 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

What You'll Bring:

• 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
• 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