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Claims Quality Control Coordinator
First American
Santa Ana, CA, United States
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Responsible for receiving claims documentation and responding to customer calls and inquiries into the National Intake Center (NIC).
• Quality control review of potential claims opened by claims intake team
• Ensure quality control and data entry standards are met for each potential claim reviewed
• Report findings to NIC management
• Serve as liaison between Claims Centers and Claims Intake associates
• Address any claim package discrepancies escalated by the claims intake team or the Claims Centers
• Respond to requests from claimants and Claims Center staff within predefined timeframe
• Escalate complex issues to NIC management or Claims Centers as needed
• Support testing of new processes and technical system enhancements being considered for consolidation/future releases
• Perform preliminary evaluation and initial triage to determine type of claim
• Verify documentation needed to begin investigation and request additional information as necessary.
• Serve as first point of contact for customers calling the NIC regarding filing potential claims, and/or general inquiries
• Intake potential claims filings submitted through fax, email, mail or phone
• Research applicable FA transaction systems for related transactions and supporting documentation
• Enter potential claims into the claims system, enter initial claims details
• Scan and upload any available supporting documents into the system
• Prepare and send acknowledgement letter to the claimant/insured
• Route the notice of claim to appropriate Claims Center based on geography
• Analyze potential claims for potential urgency and alert Claims Centers about the high priority matters
Job Qualifications:
• Knowledge of title and escrow procedures and/or mortgage industry procedures
• Attention to detail is critical
• Strong computer skills and the ability to use multiple programs interchangeably is key
• Must be proficient in Microsoft Office (preferably 2007 or higher)
• Excellent verbal and written communication skills
• Strong organizational skills with the ability to multi task, prioritize and work under pressure
• Degree preferred. High School Diploma or equivalent experience
• Typically has 3+ years title, escrow, customer service or administrative experience
First American invests in its employee’s 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.