Sr. Claims Representative
First American Title Insurance Company
Seattle, WA
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JOB DETAILS
JOB TYPE
Full-time, Employee
SKILLS
Call Centers, Claims Processing, Communication Skills, County Ordinances, Customer Support/Service, Diversity, Establish Priorities, Financial Administration, Financial Transactions, HVAC, Maintenance Services, Microsoft Office, Multilingual, Multitasking, Operating Systems, Organizational Skills, Purchasing/Procurement, Sales, Spanish Language, State Laws and Regulations, Time Management, Writing Skills
LOCATION
Seattle, WA
POSTED
30+ days ago
What We DoIn a call center environment, respond to a high volume of second level incoming calls, resolve service requests and customer inquiries. Provide homeowners with all relevant information pertaining to the contract, claim or work order. Review claim and work order facts; gather, research and document pertinent information; take reports from technicians and homeowners to allow for sound, timely and cost effective decision making while taking action to drive the claim to closure and provide a high level of customer service.Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks. Demonstrates excellent judgment with work typically performed under general supervision. May be viewed as subject matter expert on variety of tasks.
What You'll Do
Facilitate the review, updating and sending of HVAC upgrade offers from contractors to homeowners. This entails review and processing of contractor reports, application of contract coverage, sufficient knowledge of HVAC equipment to confirm the upgrade options make logical sense and inventory validation with multiple suppliers
Collaborate with contractors through email and phone to verify and alter offers as needed prior to and sometimes after offers have been sent or accepted
Interface with homeowners, primarily via phone, to answer process, technical, coverage and other general questions related to the claim and upgrade processes
Work with other FA business units to facilitate resolution of claims that may have multiple resolution paths, whether an accepted upgrade, a declined upgrade, cash out, OSR
What You'll Bring
High School Diploma or equivalent
Fluent bilingual Spanish a plus
At least 4 years customer service experience in a call center environment
Ability to effectively communicate verbally and in writing, with a wide variety of stakeholders
Contract and claim process knowledgeis essential in this role
Adaptability to changing priorities
Technical/trades familiarity
A solid understanding of purchasing process
Moderate sales oriented skillset to help build value in the upgrade option when speaking with homeowners
Familiarity with authorization systems and process
Fundamental understanding of Home Warranty polices and appliances helpful
Proficient with Microsoft Office and company operating systems
Exceptional organizational skills, with an ability to multi-task and prioritize work load
Good judgment and decision-making skills
Strong customer service skills
Salary Range
** Note that the following statements only apply to candidates who will be working from an unincorporated area within Los Angeles County. **
First American will consider for employment all qualified applicants, including those with arrest or conviction records, in a manner consistent with the requirements of applicable state and local laws (e.g., the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act).
First American intends to conduct a review of an applicant's criminal history in connection with a conditional offer. First American reasonably believes that a criminal history may have a direct, adverse and negative relationship with the following material job duties for this position potentially resulting in the withdrawal of the conditional offer of employment: handling of confidential, proprietary or trade secret information belonging to First American or its customers, administrating or facilitating financial transactions, and the ability to meet customer-imposed criminal history requirements.
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.
About the Company
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