Claims Resolution Specialist

First American

. Take ownership of an assigned caseload from the investigation of the claim through resolution .

Posted 9/24/2026full-timeRemote • Illinois • United StatesJuniorMid-Level💰 $18 - $24 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills with a focus on resolving claims and work orders efficiently. Possesses technical expertise in Home Warranty policies and the ability to communicate effectively with customers and technicians.

Highest-signal resume keywords

Customer Service ExperienceHome Warranty PoliciesAnalytical SkillsMicrosoft Office ProficiencyBilingual Spanish

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Claim InvestigationWork Order AuthorizationData PresentationDocumentation ReviewTechnical Expertise

Soft Skills

Verbal CommunicationWritten CommunicationOrganizational SkillsMulti-taskingCustomer Needs Anticipation

Tools & Technologies

Company Operating SystemsMicrosoft Office

Industry Keywords

Customer ServiceContact CenterHome WarrantyClaims ProcessingTechnical Support

About the role

Key responsibilities & impact

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

What you’ll need

High School Diploma
Must have at least 2 years of customer service experience in a contact center environment
Strong understanding of Home Warranty policies 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
Fluent bilingual Spanish a plus

Benefits

Comp & perks

Medical insurance
Dental insurance
Vision insurance
401k
PTO/paid sick leave
Employee stock purchase plan
Inclusive workplace culture
Equal opportunity employment