索赔解决专员
Claims Resolution Specialist
我们是谁
加入一个以员工为先的团队！作为First American家族公司的一员，First American Home Warranty 为房屋卖家、买家和经纪人提供多种房屋保修产品和服务。自1889年以来，First American（纽约证券交易所代码：FAF）始终坚信员工的重要性。他们对工作充满热情，我们也同样致力于营造一个所有员工都感到欢迎、支持并能发挥创新精神、实现全部潜力的环境。我们包容、以员工为先的文化使公司获得众多荣誉，包括连续十一年入选《财富》“最佳雇主100强”榜单。我们还被评为女性、多元化及LGBTQ+员工的最佳雇主，并出现在50多个地区的最佳雇主榜单上。First American 将始终努力成为所有人理想的工作场所。如需更多信息，请访问 www.careers.firstam.com
我们做什么
在呼叫中心环境中，处理大量二级来电。处理服务请求和客户咨询，研究账户信息，并与第三方承包商合作，及时分析和解决房屋保修索赔，同时保持高水平的客户服务
核心职责
- 从索赔调查到解决，负责分配的案件
- 在设定的范围内做出决策并授权工单
- 识别问题，分析索赔和工单事实，收集、审查、研究并记录相关信息
- 接收技术人员和房主的报告
- 及时且按照指南处理客户的来电、电子邮件和语音邮件，以及升级的电话
- 在指定的限额和技能范围内购买必要的零件和设备
- 向房主提供与合同、索赔或工单相关的所有相关信息
- 从客户和/或技术人员处获取任何必要的文件
- 提供并解释索赔选项的条款和条件，包括拒绝、现金赔付、更换、报销、外部报销及处理付款请求
- 在需要时协助处理来电量
- 可能在指定的限额内购买零件和设备
要求：
· 高中毕业文凭
· 必须具有至少2年的呼叫中心客户服务经验
· 对房屋保修有深入了解
查看英文原文
Who We Are
Join 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 eleven 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 Do
In a call center environment, responds to a high volume of second level incoming calls. Handles service requests and customer inquiries, researches account information and partners with 3rd party contractors to analyze and resolve Home Warranty claims in a timely manner while maintaining a high level of customer service.Essentials Functions
- Take ownership of an assigned caseload from the investigation of the claim through resolution
- Make decisions and authorize work orders up to a set level
- Identify issues, analyze claim and work order facts, gather, review, research and document pertinent information
- Take reports from technicians and homeowners
- Answer incoming calls, emails and voicemails from customers, contractors and escalated calls in a timely manner and according to guidelines
- Purchase necessary parts and equipment within a specified limit and skill set
- Provide homeowners with all relevant information pertaining to contract, claim or work order
- Obtain any necessary documentation from the customer and/or technician
- Offer and explain terms and conditions of claim options, denial, cash out, replacement, reimbursement, outside reimbursement and process payment requests
- Provide assistance with inbound call volume as needed
- May purchase parts and equipment within a specified limit
Requirements:
- High School Diploma
- Must have at least 2 years of customer service experience in a contact center environment
- Strong understanding of Home Warranty polices and technical expertise with systems and appliances
- Ability to present data in a clear and understandable manner
- Excellent verbal and written communications skills
- Ability to anticipate customer needs
- Exceptional customer service skills
- Good organizational skills with the ability to multi-task, prioritize and follow up
- Ability to effectively manage difficult situations and customers
- Must be analytical and detail oriented
- Working knowledge of Microsoft Office and company operating systems
Preferred:
· Fluent bilingual Spanish a plus
Pay Range: $17.69 - $23.56 Hourly, RemoteThis 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.What We Offer
By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First culture is inclusive for all employees - not just because it's the right thing to do, but 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.Originally posted on Himalayas