2-10 HOME BUYERS WARRANTY Outbound Claims Specialist Salary in the United States

Outbound Claims Specialist 

Targeted compensation:  $16/hr
Salary commensurate with experience and skill set

Who we are:

2-10 Home Buyers Warranty is a leading home warranty provider in the U.S.; serving the protection needs of new home builders and owners of new and existing homes. Our mission is to improve the quality of housing and the experience of homeownership. Founded in 1980 and with a corporate office based in Denver, Colorado, we are an industry leader protecting one out of every seven new homes in the U.S. and continuing to grow our brand and expertise in the market.

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 Outbound Claims Team. The ideal candidate will be organized with a strong work ethic and enjoys working in a team environment. As an Outbound Claims Specialist, you will apply your energy and problem solving skills to provide an extraordinary customer experience. The Outbound Claims Specialist supports customers who have open claims in progress. You will work directly with homeowners, 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:

• Provide exceptional customer service to internal and external customers.
• Answer inquiries via phone for open claims by clarifying desired information; researching, locating, and providing claim information.
• Make financial claims coverage decisions for claims placed on service agreements based on company policies and procedures and effectively inform customers about coverage determinations and obligations under the warranty service agreement.
• Authorizing payments on Claims by researching and addressing unresolved issues with both contractors and homeowners.
• 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 homeowner and contractor inquiries.
• Diffuse escalated claim situations while reviewing warranty coverage(s). Demonstrate professionalism, empathy, situational clarity and sensitivity to each customer’s needs to alleviate customer complaints while providing quality customer service.
• Mediate, negotiate, and facilitate solutions in complex claims situations.
• Obtain extensive knowledge of the terms and conditions of the 2-10 warranties to accurately advise and educate homeowners and others of warranty service agreement coverages and coverage determinations.
• Perform necessary tasks required to resolve homeowner requests including research, outreach, follow up and resolution.
• Document all interactions and decisions in a clear, concise, and professionally written manner; in accordance with standard operating procedures.
• Support and mentor new employees.

What skills and experience should you bring to this role?

• High school diploma or general education degree (GED).
• 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.
• Previous call center experience in a related field is preferred but not required.
• Technical knowledge of HVAC, electrical, plumbing, and/or home appliances or a comparable amount of experience is preferred.
• Strong ability to multi-task and apply problem solving skills to complex situations
• Excellent time management skills and the ability to execute under pressure.
• Strong written and verbal communication skills with attention to detail, grammar, tone, and emotion.
• 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.

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