Claims Quality Control Coordinator

Who We Are

Join a team that puts its People First! Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for nine consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com.

What We Do

Responsible for receiving claims documentation and responding to customer inquiries received by the National Claims Intake Center (NIC). Reports to the Director of the National Claims Intake Center.

• Essential Functions
• Quality control review of potential claims opened by claims intake team
  • Ensure quality control and data entry standards are met for each potential claim reviewed
  • Report findings to NIC management
  • Regional and process-segment subject matter resource/support
  • Escalate complex issues to NIC management as needed
  • Support testing of new processes and technical system enhancements being considered for consolidation/future releases
  • Perform preliminary evaluation and initial triage to determine type of claim
  • Verify documentation needed to begin investigation and request additional information as necessary.
  • Serve as first point of contact for customers contacting the NIC regarding filing potential claims, and/or general inquiries
  • Intake potential claims filings submitted through fax, email, or mail
  • Research applicable FA transaction systems and other applications for related transactions and supporting
  documentation
  • Enter potential claims into the claims system, enter initial claims details
  • Scan and/or upload any available supporting documents into the system
  • Prepare and send correspondence to the claimant/insured and other parties as needed/directed
  • Analyze potential claims for potential urgency

• Job Complexities
  • Using established procedures performs assigned tasks. Work is not always routine and instructions are usually detailed
  
  Supervision Received or Extended
  • Works under limited supervision applying well established techniques, procedures or specific standards. Work reviewed for
  soundness of judgment and overall accuracy
  • No responsibility for supervision of others

• Impact

• Knowledge and Skills/Technology Used
  • Knowledge of title and escrow procedures and/or mortgage industry procedures
  • Attention to detail is critical
  • Strong computer skills and the ability to use multiple programs interchangeably is key
  • Must be proficient in Microsoft Office
  • Excellent verbal and written communication skills
  • Strong organizational skills with the ability to multi task, prioritize and work under pressure

• Typical Education
  • Degree preferred. High School Diploma or equivalent experience

• Typical Range of Experience
  • Typically has 3+ years title, escrow, customer service or administrative experience

The pay range for this role is $17.25 p/hr. - $22.98 p/hr.

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.

Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal work hours and/or responsibilities from time to time, as needed.

What We Offer

By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it’s the right thing to do, but also 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.

First American will consider for employment all qualified applicants, including those with arrest or conviction records, in a manner consistent with the requirements of applicable state and local laws (e.g., the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act).

First American intends to conduct a review of an applicant’s criminal history in connection with a conditional offer. First American reasonably believes that a criminal history may have a direct, adverse and negative relationship with the following material job duties for this position potentially resulting in the withdrawal of the conditional offer of employment: handling of confidential, proprietary or trade secret information belonging to First American or its customers, administrating or facilitating financial transactions, and the ability to meet customer-imposed criminal history requirements.

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.