• Maintain communications with contract holders via inbound/outbound calling and email to ensure the contract holder receives status updates on the progress or delay of the claim.
• Assists in resolving transactional requests from customers, helping to troubleshoot failures, and providing recommendations for any ongoing covered issues.
• 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.
• Receive and process vendor reports to review and authorize claims for contract holders.
• Provide input into and/or create user documentation and training material.
• Answer routine questions regarding contract coverage following standard scripts and procedures, through a deep understanding of different Trade requirements.
• Input repair issues, appliance information, and other relevant details regarding service work orders into the CRM.
• Collaborate with FNHW team members in the claim management process to ensure all supporting actions are taken within appropriate timeframes.
• 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.

• High School Diploma or GED

• Trade experience or experience adjusting trade-based claims in the following trade(s) and mechanical systems: Plumbing – Water Heaters – HVAC – Electrical – Kitchen Appliances – Pool & Spa – Other
• Proficiency with computers and be able to learn customer service software applications.
• Excellent Written and Verbal Communication skills.
• Fact Finding, Problem Solving, and Negotiations skills.
• Ability to achieve and maintain call handling and productivity standards.
• Must have an adequate residential internet speed at a minimum of 10 Mbps.
• Ability to work 40+ hours per week, including weekends, holidays, and overtime as required.

The anticipated hours of operation will vary depending on position but following the Pacific Time zone. Employees may be expected to work in a shifting environment including irregular hours, weekends, and holidays based on workload and job requirements. Employees work schedules may change based on business needs.

Fidelity National Home Warranty’s parent company, Fidelity National Financial (FNF), is a leading Fortune 500 provider of title and specialty insurance.

Fidelity National Home Warranty (FNHW) offers a competitive benefits package, which includes:

• 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