Job Description

Overview

Fidelity National Home Warranty has been protecting homeowners by providing affordable protection against home system component and appliance breakdowns for over 40 years. We are currently looking for experienced Home Warranty professionals to join our Virtual team as Claim Representative III’s. This position will handle advanced inbound customer inquiries, intake vendor diagnosis reports, resolve complex home warranty claims in a courteous, professional, timely and appropriate manner. The Virtual Claims Representative III is only open to candidates with Home Warranty experience that reside outside of the Las Vegas, Henderson, NV and surrounding areas. 

Duties

• Maintain communication with contract holders via inbound/outbound calling and email to ensure contract holder receives status updates on the progress or delay of claim Manage the claim process from receipt of vendor report through claim resolution
• Answer routine questions regarding contract coverage following standard scripts and procedures
• Assists in resolving transactional requests from customers such as payment, refunds, etc., helping to troubleshoot failures and providing recommendations for any 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
• Collaborate with FNHW team members in the claim management process to ensure all supporting actions are taken within appropriate timeframes
• Maintain the appropriate follow-up time for existing claims
• Communicate with contract holders and vendors according to company and department policies, procedures and processes in a professional and courteous manner according to department call handling and quality standards
• Maintain up-to-date knowledge of home warranty contract terms and conditions and advanced knowledge of applying coverage to resolve claims
• Perform other duties as assigned

Requirements

High school diploma or GED 

Experience

• Two or more years of experience in a customer facing role
• Ability to communicate in a courteous and professional manner through verbal and written communication
• Capable of maintaining professionalism and composure under pressure
• Experience with a working knowledge in the Home Warranty Industry
• Adept in the following trades and mechanical systems:
HVAC – Water Heaters – Plumbing – Electrical – Pool – Spa – Kitchen Appliances

Additional Information

Requriements:

• Excellent Written and Verbal Communication Skills
• Fact Finding, Problem Solving and Negotiations Skills
• Ability to work 40+ hours per week, including weekends, holidays and overtime as required
• Ability to achieve and maintain call handling, productivity, attendance and schedule adherence standards
• Proficiency in computers with the ability to learn customer service software applications
• Operate in a virtual role in an independent and self-motivated capacity