Experienced Claim Resolution Specialist

4 weeks ago


Henderson, Nevada, United States Fidelity National Financial Full time
Job Summary

Fidelity National Home Warranty is seeking an Experienced Claim Resolution Specialist to join our team. As a key member of our authorizations team, you will handle advanced inbound customer inquiries, intake vendor diagnosis reports, and resolve complex home warranty claims in a courteous, professional, timely, and appropriate manner.

Key Responsibilities
  • Answer routine questions regarding contract coverage following standard scripts and procedures.
  • Assist in resolving transactional requests from customers, such as payment and refunds, and provide 'quick fix' recommendations for ongoing covered issues.
  • Input repair issues, appliance information, and other relevant details regarding service work orders into the CRM.
  • Receive and process vendor reports to review and authorize claims for contract holders.
  • Maintain communication with contract holders via inbound/outbound calling and email to ensure progress or delay of claim.
  • Manage the claim process from receipt of vendor report through claim resolution.
  • Communicate with contract holders and vendors according to company and department policies, procedures, and processes in a professional and courteous manner.
  • Maintain up-to-date knowledge of home warranty contract terms and conditions and advanced knowledge of applying coverage to resolve claims.
  • Achieve and maintain call handling, productivity, attendance, and schedule adherence standards.
Requirements
  • High school diploma or GED.
  • One or more years of experience in a Home Warranty customer-facing role.
  • Ability to communicate in a courteous and professional manner.
  • Ability to maintain professionalism and composure under pressure.
  • Proficiency with MS Office (Word, Excel, Outlook).
  • Advanced knowledge of the following trades and mechanical systems: Plumbing, Electrical, HVAC, Pool & Spa, Water Heaters, Kitchen Appliances.
What We Offer
  • Competitive salary.
  • Group Medical/Dental/Vision benefits.
  • 401k with company match.
  • Stock Purchase Plan with company match.
  • Sick, vacation, and holiday pay.
  • Service recognition program.
  • Performance Based Pay.


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