Claims Quality Control Coordinator (Hybrid in CA)

Claims Intake Specialist

Responsible for receiving, reviewing, and processing potential claims documentation while serving as a key point of contact for customers contacting the National Intake Center (NIC). Responds to customer inquiries, gathers and verifies claim-related information, and ensures claims are accurately documented and routed for timely handling. This position reports to the Senior Claims Manager, National Intake Center.

What You'll Do:

• Conduct quality control reviews of potential claims opened by the Claims Intake team to ensure accuracy, completeness, and adherence to established standards.
• Verify that quality control and data entry requirements are consistently met for all potential claims.
• Document and communicate quality review findings and trends to NIC management.
• Serve as a regional and process-specific subject matter resource, providing guidance and support to internal stakeholders.
• Act as a liaison between Claims Centers and Claims Intake associates to promote effective communication and process alignment.
• Investigate and resolve claim package discrepancies escalated by the Claims Intake team or Claims Centers.
• Respond to inquiries from claimants and Claims Center personnel within established service level timeframes.
• Escalate complex or sensitive issues to NIC management or Claims Centers as appropriate.
• Support the testing and implementation of new processes, system enhancements, and future technology releases.
• Perform initial claim evaluations and triage to determine claim type, urgency, and appropriate routing.
• Review submitted documentation, identify missing information, and request additional materials needed to initiate the claims investigation process.
• Serve as the first point of contact for customers regarding potential claim filings and general claims-related inquiries.
• Receive and process potential claims submitted via phone, email, fax, and mail.
• Research internal First American transaction systems to identify related transactions and obtain supporting documentation.
• Enter and maintain accurate claim information within the claims management system.
• Scan, upload, and organize supporting documentation to ensure complete electronic claim files.
• Prepare and distribute claimant acknowledgements and related correspondence.
• Route notices of claim to the appropriate Claims Center based on geographic and operational guidelines.
• Assess potential claims for urgency and promptly notify Claims Centers of high-priority matters requiring immediate attention.

What You'll Bring:

• High School diploma or equivalent required; Bachelor's degree preferred.
• Typically 3+ years of experience in title, escrow, mortgage, customer service, administrative support, or a related field.
• Working knowledge of title and escrow processes and/or mortgage industry practices preferred.
• Exceptional attention to detail with a strong commitment to accuracy and quality.
• Strong technical proficiency with the ability to navigate multiple systems and applications simultaneously.
• Proficient in Microsoft Office Suite, including Word, Excel, Outlook, and PowerPoint.
• Excellent verbal and written communication skills with the ability to interact professionally with customers and internal partners.
• Strong organizational, time management, and prioritization skills.
• Demonstrated ability to manage multiple tasks, meet deadlines, and perform effectively in a fast-paced environment.
• Self-motivated team player with a customer-focused approach and strong problem-solving skills.

Pay Range: $17.68 - $23.56 Hourly

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.

First American intends to conduct a review of an applicant's criminal history in connection with a conditional offer.

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.