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Lead Claims Resolution Specialist
First American
Santa Rosa, CA, United States
Job Details - this job has expired, please see similar jobs below
Essentials Functions
• Has authority to make decisions based on policy coverage and authorize work orders up to $1,000
• Monitor call center queues to ensure adherence of schedule, as well as to ensure meeting department standards of service levels
• Monitor employee workflow and adherence to performance requirements
• May provide assistance, coaching, mentoring, onboarding and training new hires and team members that need additional assistance
• Create and present reports using software such as, but not limited to FALCON and CMS/IEX
• Answer incoming calls, emails and voicemails from customers, contractors; provide assistance with inbound call volume as needed
• Manage an assigned caseload from the investigation of the claim through resolution
• Identify issues, analyze claim and work order facts, gather, review, research and document pertinent information; take reports from technicians and homeowners; create work items for required follow up to allow for sound, timely and cost effective claim closure
• Typically resolves escalated claims; provide homeowners with relevant information pertaining to contract, claim or work order; explain and advise homeowner of options and terms; determine next steps to moved difficult claims towards closure
Complexity & Impact
• Perform work that is high volume, varied and/or may be difficult in character but usually involves limited responsibility
• Tasks are generally more complex in nature and usually involve some evaluation, originality and judgment
Supervision Given/Level of Instruction given
• Requests or issues that are above scope of responsibility and approval limits are referred to Supervisor or Manager
• No responsibility for supervision of others
• May train, mentor and coach less experienced team members
• Work under general direction applying well established techniques, procedures or specific standards.
Knowledge and Skills/Technology Used
• Fundamental understanding of Home Warranty polices and appliances helpful
• Technical expertise with a variety of appliances
• Strong computer skills with web acumen
• Demonstrated leadership skills
• Suitable math skills
• High stress tolerance
• Proficient with Microsoft Office and strong command of company operating systems
• Research, analysis, and problem solving skills
• Ability to overcome objections; conflict resolution skills
• Excellent listening, written and oral communication skills
• Ability to present data in a clear and understandable manner
• Organized, ability to multi task and prioritize work load; time management skills
• Good judgment and decision making skills
• Strong customer service skill
Typical Education
• High School Diploma or equivalent
• Fluent bilingual Spanish a plus
Typical Range of Experience
• Typically has 4-6 years customer service experience in a call center environment
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
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.