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Call Center Agent-Resolution Analyst

Company: Fidelity National Home Warranty
Location: Henderson
Posted on: June 12, 2021

Job Description:

Fidelity National Home Warranty a Fortune 500 Company is Seeking Resolution Analysts. The primary function of this role is to review work order documentation for accuracy, completeness, and eligibility to ensure that service work orders are resolved in a timely and appropriate manner.

This position is in our Call Center in Henderson Nevada.


During this current COVID19 situation all interviews for this role will be Via ZOOM. Once selected for this position training will be from home every other week for the first 4 weeks only. At week 5 you will report to the Call Center permanently. Our Call Center follows all CDC Guidelines for COVID 19. This is not a remote position.


You must have ZOOM capability to apply for this role.


Start Date: June 11, 2021

Pay Rate: $15 p/h


Essential Functions:

  • Review service work orders and ensure that necessary data and documentation has been collected from customers and technicians according to company and department policies, procedures and processes.
  • Review technician reports to ensure compliance with contractor price agreements and to determine if suggested course of action is appropriate and accordance with contractual obligations.
  • Follows established guidelines in making coverage and denial decisions.
  • Input repair issues, appliance information and other relevant details regarding service work orders into the CRM.
  • Communicate work order status and next steps to customers.
  • Maintain up-to-date knowledge of home warranty contract terms and conditions.
  • Maintain up-to-date knowledge of vendor/technician service agreements and procedures.
  • Achieve and maintain productivity, attendance and schedule adherence standards.
  • Comply with all company policies and procedures, and complete all required training.
  • Perform other duties as assigned.

Knowledge, Skills and Experience:

  • High school diploma or GED.
  • Two or more years of experience in a customer facing role.
  • One or more years of home warranty or insurance industry experience a plus
  • Knowledge and understanding of home repair processes and terminology.
  • Excellent written and verbal communication skills.
  • Ability to communicate in a courteous and professional manner.
  • Ability to maintain professionalism and composure under pressure.
  • Strong analytical and problem-solving skills.
  • Ability to apply process complex information and reach appropriate conclusions.
  • Ability to type 30+ wpm while talking to a customer through a headset.
  • Computer literate with the ability to learn customer service software applications.
  • Proficiency with MS Office (Word, Excel, Outlook).
  • Ability to work 40+ hours per week, including evenings, weekends and overtime as required.

FNHW offers a competitive benefits package which includes


  • Competitive compensation package
  • Group Medical /Dental/Vision
  • 401k with company match
  • Employee Stock Purchase Plan with company match
  • Sick, vacation, holiday pay
  • Service recognition program


Fidelity National Home Warranty's parent company, Fidelity National Financial (FNF), is a leading Fortune 500 provider of title and specialty insurance. Repeatedly voted one of the Best Big Companies in the U.S. by Forbes magazine, it employs more than 20,000 in its growing family of companies. The rapid growth of the company through acquisition has created a wealth of career opportunities. If you are looking for a dynamic career with significant earning potential and tremendous advancement opportunities, you have come to the right place. Learn more about us at www.homewarranty.com.

Fidelity National Home Warranty is an Equal Opportunity & Everify Employer

Keywords: Fidelity National Home Warranty, Henderson , Call Center Agent-Resolution Analyst, Other , Henderson, Nevada

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