Remote Claims Advocate — Complex Claims Expert

First American; Idaho; On-site; USD 27,552 - 38,572; Full time

Job summary

First American Home Warranty is seeking a Claims Advocate to resolve highly complex or escalated claims beyond normal channels. The role emphasizes investigative analysis, high-priority claim management and clear communication with customers and contractors.

The ideal candidate has 1–2 years of customer service experience, strong written and verbal communication, and a solid understanding of home warranty terms. The position offers remote work options and a comprehensive benefits package.

Qualifications

• Bachelor’s degree or commensurate work experience.
• 1-2 years of previous customer service experience.
• Excellent communication skills (Oral and written).
• Basic mechanical, technical and contract knowledge and understanding.
• Exceptional customer service skills.
• Possess analytical and investigative skills.
• Proficient in Microsoft Word, Outlook and ability to navigate through Access.
• Fundamental understanding of the home warranty industry.
• Ability to keep composure in hostile conversations.

Responsibilities

• Investigating, analyzing and responding to highly complex claims from escalated to management.
• Managing support on inbound rotary to review high priority claims, while resolving multiple customer inquiries simultaneously.
• Answering incoming calls, chats, emails and voicemails from customers and contractors providing assistance with call volume and back office work as needed.
• Offering and effectively explaining terms and conditions of claim options, denial, cash out, replacement, reimbursement and process payment requests.
• Piloting innovative company initiatives.

Skills

Excellent communication (oral and writ

Customer service experience

Analytical and investigative skills

Composure in hostile conversations

Education

Bachelor’s Degree or commensurate work experience

Tools

Microsoft Word

Outlook

Access

Job description

First American Home Warranty is seeking a Claims Advocate to resolve highly complex or escalated claims beyond normal channels. The role emphasizes investigative analysis, high-priority claim management and clear communication with customers and contractors.

The ideal candidate has 1–2 years of customer service experience, strong written and verbal communication, and a solid understanding of home warranty terms. The position offers remote work options and a comprehensive benefits package.