What are the responsibilities and job description for the Claims Advocate Specialist position at First American?
Who We AreJoin 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 ten 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 DoClaims Advocate Sales Support Specialists resolve highly complex claims escalated from the normal claims channel.
First American invests in its employees' development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer.
Essential Functions
- Investigate, analyze and respond to highly complex claims from the following sources: claims addressed to Management, claims forwarded to the Corporate Offices, claims escalated from other lines of business.
- Manage a high volume of claims, resolving multiple customer inquiries simultaneously.
- Answer incoming calls, Chats, emails and voicemails from customers and contractors according to guidelines; provide assistance with inbound call volume and back office work as needed in other areas.
- Manage an assigned caseload for expedited handling and closure.
- Manage the relationship between Brokers, Sales Field, and Homeowners as related to claim activity.
- Offer and explain terms and conditions of claim options, denial, cash out, replacement, reimbursement, outside reimbursement and process payment requests.
- Pilot innovative company initiatives.
- Represent as a Subject Matter Expert.
Requirements
- High School diploma or equivalent required; some college preferred
- 3-5 years of previous customer service experience
- Demonstrated ability to handle complex claims
- Excellent communication skills
- Basic mechanical, technical and contract knowledge and understanding (expected to increase with time)
- Exceptional customer service skills
- Critical thinking, 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 escalated conversations
- Effective time management skills
Salary Range:
R17.28 - 30.07
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
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What We OfferBy choice, we don't simply accept individuality - we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it's the right thing to do, but also 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.First American invests in its employees' development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer.