Claims Resolution Specialist

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Take charge of a designated caseload from the claim investigation phase to resolution.

• Make informed decisions and authorize work orders within a specified limit.

• Identify issues, analyze claim and work order details, and gather, review, research, and document relevant information.

• Receive reports from technicians and homeowners.

• Respond promptly to incoming calls, emails, and voicemails from customers, contractors, and escalated cases, adhering to guidelines.

• Acquire necessary parts and equipment within established limits and expertise.

• Provide homeowners with all essential information related to contracts, claims, or work orders.

• Collect any required documentation from customers and/or technicians.

• Present and clarify terms and conditions for claim options, including denial, cash out, replacement, reimbursement, and outside reimbursement, as well as processing payment requests.

• Assist with inbound call volume as necessary.

• May also procure parts and equipment within a defined limit.

⛳️ Requirements

• High School Diploma.

• Minimum of 2 years of customer service experience in a call center environment.

• Strong understanding of Home Warranty policies and technical knowledge of systems and appliances.

• Capability to present data clearly and understandably.

• Excellent verbal and written communication abilities.

• Ability to anticipate customer needs effectively.

• Exceptional customer service skills.

• Strong organizational skills with the capacity to multi-task, prioritize, and follow up.

• Proficient in managing challenging situations and difficult customers.

• Must possess analytical skills and attention to detail.

• Working knowledge of Microsoft Office and company operating systems.

• Bilingual fluency in Spanish is a plus.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401k.

• PTO/paid sick leave.

• Employee stock purchase plan.

• Inclusive workplace culture.

• Equal opportunity employment.