Essentials Functions
- 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:
- High School Diploma
- Must have at least 2 years of customer service experience in a contact center environment
- Strong understanding of Home Warranty polices 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
Preferred:
- Fluent bilingual Spanish a plus
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.
What We OfferBy choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First culture is inclusive for all employees - not just because it's the right thing to do, but 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.
Skills Required
- High School Diploma
- 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 clearly and understandably
- Excellent verbal and written communication skills
- Ability to anticipate customer needs
- Exceptional customer service skills
- Good organizational skills with the ability to multitask, prioritize, and follow up
- Ability to effectively manage difficult situations and customers
- Analytical and detail-oriented
- Working knowledge of Microsoft Office and company operating systems
- Fluent bilingual Spanish
First American Title Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about First American Title and has not been reviewed or approved by First American Title.
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Healthcare Strength — Health coverage includes medical, dental, vision, telehealth, and healthcare advocacy services, and is often described as a strong point. Low‑cost options in some cases help overall compensation feel more reasonable.
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Retirement Support — A 401(k) savings plan with a company match is part of the package. This retirement support is highlighted as helping to offset base‑pay concerns in several roles.
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Equity Value & Accessibility — An employee stock purchase plan is available and viewed favorably. Access to discounted equity contributes to the perceived competitiveness of total rewards.
First American Title Insights
What We Do
First American provides financial services through its Title Insurance and Services segment and its Specialty Insurance segment. The First American Family of Companies’ core business lines include title insurance and closing/settlement services; title plant management services; title and other real property records and images; valuation products and services; home warranty products; property and casualty insurance; and banking, trust, and investment advisory services. First American Title Insurance Company provides comprehensive title insurance protection and professional settlement services for homebuyers and sellers, real estate agents and brokers, mortgage lenders, commercial property professionals, homebuilders and developers, title agencies and legal professionals to facilitate real estate purchases, construction, refinances or equity loans. First American's thorough title searches, title clearance and title insurance policies help to produce clear property titles and enable the efficient transfer of real estate. As one of the largest title insurance companies in the nation, First American offers title insurance and settlement services through its direct operations and an extensive network of agents throughout the United States and internationally. First American Title Insurance Company traces its history to 1889 and is the largest subsidiary of First American Financial Corporation (NYSE: FAF).
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