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Claims Resolution Specialist
First American
Phoenix, AZ, 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 $300: seeks approval for items that exceed guidelines
• Answer incoming calls, emails and voicemails from customers, contractors according to guidelines; 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
• Obtain any necessary documentation from the customer and/or technician and attach to the contract
• Provide homeowners with all relevant information pertaining to contract, claim or work order; explain and advise homeowner of options and terms; determine next steps to move claim towards closure
• Offer and explain terms and conditions of claim options, denial, cash out, replacement, reimbursement, outside reimbursement and process payment requests
• May require agent to purchase parts and equipment within a specified limit
Complexity & Impact
• Work may vary in complexity and instructions for new tasks may be detailed
• Perform tasks following performance/ methods and procedures, quality assurance and compliance guidelines
• Decisions made impact the overall claims cost and Customer Satisfaction scores
Supervision Given/Level of Instruction given
• Work under supervision applying established techniques, procedures or specific standards
• Work is reviewed for soundness of judgment and overall accuracy
• Requests or issues that are not general in nature are referred to more experienced team members or supervisor
• No responsibility for supervision of others
Knowledge and Skills/Technology Used
• Fundamental understanding of Home Warranty polices and appliances helpful
• Must be comfortable working in a fast paced, high-volume call center with the ability to overcome objections
• Suitable math skills
• High stress tolerance
• Working knowledge of Microsoft Office and company operating systems
• Research and problem solving skills
• Ability to overcome objections
• 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 skills
Typical Education
• High School Diploma or equivalent
• Fluent bilingual Spanish a plus
Typical Range of Experience
• Typically has 2-4 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.