Claims Advocate Specialist

• Investigate, analyze and respond to highly complex claims from the following sources: claims addressed to Management, claims forwarded to the Corporate Offices, claims escalated from other lines of business.         
• Manage a high volume of claims, resolving multiple customer inquiries simultaneously.
• Answer incoming calls, Chats, emails and voicemails from customers and contractors according to guidelines; provide assistance with inbound call volume and back office work as needed in other areas.
• Manage an assigned caseload for expedited handling and closure.   
• Manage the relationship between Brokers, Sales Field, and Homeowners as related to claim activity.     
• Offer and explain terms and conditions of claim options, denial, cash out, replacement, reimbursement, outside reimbursement and process payment requests.      
• Pilot innovative company initiatives.        
• Represent as a Subject Matter Expert.

• High School diploma or equivalent required; some college preferred
• 3-5 years of previous customer service experience
• Demonstrated ability to handle complex claims
• Excellent communication skills
• Basic mechanical, technical and contract knowledge and understanding (expected to increase with time)         
• Exceptional customer service skills           
• Critical thinking, analytical and investigative skills 
• Proficient in Microsoft Word, Outlook and ability to navigate through Access 
• Fundamental understanding of the home warranty industry             
• Ability to keep composure in escalated conversations          
• Effective time management skills

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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.