Claims Analyst - Remote

What You'll Do:

• Investigate, analyze, and respond to complex or escalated claims and complaints, including matters received from: Better Business Bureau (BBB), State regulatory and consumer protection agencies, Attorneys and other legal representatives, Letters of intent, demand letters, pre-litigation correspondence, Consumer review and complaint platforms, and Executive or other high-level escalations.
• Conduct comprehensive claim investigations by reviewing claim histories, customer communications, service records, contractor findings, contract terms, applicable policies, and other relevant documentation.
• Analyze home warranty contract provisions and determine whether coverage decisions and claim handling are consistent with applicable contract terms.
• Investigate liability complaints involving alleged property damage, contractor actions, or other potential liability involving First American.
• Work directly with independent service providers, insurance carriers, general liability representatives, internal departments, and other parties to investigate and resolve liability related matters.
• Prepare comprehensive written responses to customers, attorneys, regulatory agencies, consumer organizations, and other external parties.
• Investigate and respond to subrogation demands and coordinate with appropriate internal and external parties as necessary.
• Represent the company in small claims court proceedings when required, including preparing case documentation and presenting the company's position. Travel may be required.
• Maintain working knowledge of applicable state regulatory requirements governing home warranty claims and complaint handling and apply those requirements to assigned matters.
• Communicate and negotiate professionally with customers, attorneys, contractors, insurance representatives, regulators, and other external parties.
• Maintain accurate and complete documentation of investigations, findings, communications, decisions, and resolutions.
• Develop and maintain a working understanding of residential systems and appliances sufficient to evaluate contractor diagnoses, repair recommendations, and claim-related technical information. Training will be provided.
• Perform other duties and special projects as assigned.

What You'll Bring

• Bachelor's degree or equivalent combination of education and relevant professional experience.
• Strong analytical, investigative, and problem-solving skills with the ability to evaluate complex facts and documentation.
• Excellent written and verbal communication skills.
• Demonstrated ability to prepare detailed, professional written correspondence explaining factual findings, contract provisions, and company decisions.
• Ability to read, interpret, and apply contractual terms and conditions.
• Ability to manage sensitive and escalated customer complaints professionally and objectively.
• Strong attention to detail and documentation skills.
• Ability to independently manage multiple complex matters and competing deadlines.
• Sound judgment and the ability to recognize when a matter presents heightened legal, regulatory, financial, or reputational risk requiring escalation.
• Ability to communicate and negotiate effectively with internal and external parties.
• Ability to learn and apply state-specific regulatory requirements and internal policies.
• Basic mechanical or technical aptitude and the ability to understand information related to residential systems and appliances.
• Proficiency with Microsoft Office applications and the ability to learn company claims, case management, and documentation systems.

Preferred Qualifications

• Experience in home warranty, insurance, claims administration, regulatory compliance, legal support, consumer affairs, dispute resolution, or a related field.
• Experience investigating and responding to complex or escalated consumer complaints.
• Experience handling regulatory complaints, attorney correspondence, demand letters, liability matters, or subrogation claims.
• Experience working with contractors, insurance carriers, outside counsel, regulators, or consumer protection organizations.
• Knowledge of residential home systems, appliances, repair practices, or the home warranty industry.
  

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.