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Inbound Claims Specialist II - Remote Targeted compensation: $19-$22/hrCompensation commensurate with experience and skill set1 year claims experience required for consideration Start date 3/18 with 6 week training mandatory attendance each day 8:30-5pm MST Training is paid. Who we are: Founded in 1980, 2-10 Home Buyers Warranty (2-10 HBW) strives to improve the quality of housing and the experience of home ownership though its structural warranty offerings and Home Warranty Service Agreements. 2-10 HBW is based in Denver, Colorado, and proudly partners with thousands of the nation’s best builders, real estate agents, and service contractors to provide peace of mind for more than one million homeowners across the country. Please watch our 2 minute video to see what it's like to join our team! https://www.2-10.com/careers-welcome/ What is the role and where can you add value? 2-10 Home Buyers Warranty is seeking a highly motivated, customer centric, and dependable individual to join our Inbound Claims Team. The ideal candidate will be organized with a strong work ethic and enjoys working in a team environment. As an Inbound Claims Specialist II, you will apply your energy and problem solving skills to provide an extraordinary customer experience. The Inbound Claims Specialist II supports customers who have open claims in progress. You will work directly with plan members, service providers, and real estate professionals to adjudicate and resolve warranty claims. You will have the opportunity to take on a variety of responsibilities and the ability to grow within the organization. Core Job Responsibilities:
Ability to support high paced Inbound call volume while providing exceptional customer service to internal and external customers for a variety of different home systems.
Able to collaborate with other teams/peers to resolve the home system claim through both outbound calls and written communications related to the inbound call.
The ability to achieve performance standards. These standards include Average Handle Times (AHT), Availability, Quality (Soft Skills and Empathy), and Post Call Surveys.
Diffuse escalated claim situations with compassion that can be highly emotional while reviewing and applying warranty coverage(s).
Answer inquiries via phone for open claims by clarifying desired information; researching, locating, and relaying claim information through different stages of the claim process.
Make financial claims coverage decisions for home system claims placed on service agreements based on company policies and procedures and effectively inform plan members about coverage determinations and obligations under the warranty service agreement.
Authorizing payments on Claims by researching and addressing unresolved issues with both contractors and plan members.
Research, analyze, and communicate warranty coverage obligations for a variety of common home systems and appliances.
Demonstrate a high level of urgency and responsiveness in researching and resolving plan member and contractor inquiries.
Demonstrate professionalism, empathy, situational clarity and sensitivity to each customer’s needs to alleviate plan member complaints while providing quality customer service.
Mediate, negotiate, and facilitate solutions while applying warranty coverage in complex claims situations.
Obtain extensive knowledge of the terms and conditions of the 2-10 warranties to accurately advise and educate plan members and others of warranty service agreement coverages and coverage determinations.
Document all interactions and decisions in a clear, concise, and professionally written manner; in accordance with standard operating procedures.
What skills and experience should you bring to this role?
Associate degree or equivalent business experience with proven college-level writing skills and exceptional verbal communication skills.
3+ years claims handling or processing experience; Property, Auto, Warranty, or Medical claims.
5+ years of office work experience and enjoys working with clients and collaborating with team members.
Possess critical thinking skills to analyze and negotiate a resolution with experience in resolving highly escalated situations.
Previous call center in a related field is preferred but not required.
Strong ability to multi-task, apply problem solving skills to complex situations, and manage competing priorities.
Must have proficient computer skills working in Word, Excel, and Outlook and the ability to quickly learn new programs and systems.
Passion for providing an exceptional customer experience via phone and via e-mail.
Dependability to ensure appropriate coverage of duties. Exceptional attendance required.
Ability to acquire advanced knowledge of 2-10 HBW service agreements, policies and procedures needed.
Technical knowledge of HVAC, electrical, plumbing, and/or home appliances or a comparable amount of experience is preferred.
Excellent time management skills and the ability to execute under pressure.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to read and understand technical information and accurately apply the terms and conditions to resolve warranty coverage disputes.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Reliable Hi-Speed Internet connection and the ability to work from home during normal business hours with limited disruption.
Other duties as assigned.
Here is what you can expect when you join our team:
A team first environment focused on our core Values of: “ Do the Right Thing, Grow Profitably, Pursue Excellence and Value People”
A comprehensive benefits package designed to increase your health, your financial well-being and your future which includes: medical, dental, vision and life insurance, a health savings and flexible spending accounts, disability insurance, an employee assistance program, 401k match plan and generous paid time off plans
2-10 Home Buyers Warranty is an Equal Opportunity Employer
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