Sales Support Specialist

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 ten 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 Claims Advocate Sales Support Specialists resolve highly complex claims escalated from the normal claims channel. What You'll Do 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. Knowledge and Skills/Technology Used 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 (Oral and written) 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 Pay Range: $20.34 - $27.12 Hourly, Remote This 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. ** 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 Offer By 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.