Warranty Claims Administration Targeted compensation: $17 - $19/hr Compensation commensurate with experience and skill set 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 and customer-centric individual to join our Warranty Administration Team in New Home Operations. This team member should be organized with a strong work ethic, enjoys providing exceptional customer service and working in a team environment. The position requires assisting callers as well as learning and applying knowledge of the terms and conditions of the 2-10 warranties to accurately advise and educate builder/members, homeowners and others of the responsibilities and obligations under the warranty. As a Warranty Administrator you will apply your energy and problem solving skills to provide an extraordinary customer experience. You will have the opportunity to take on a variety of responsibilities and the ability to grow within the organization. 2-10 HBW provides insurance-backed policies for homebuilders for structural, workmanship and distribution system claims. The policy provides the homeowner 10 years of coverage for structural failures as well a 1 year of workmanship coverage and 2-year distribution systems coverage. New Home Operations is responsible for intake, processing and adjudicating claims. Core Job R esponsibilities : + Provide exceptional customer service to internal and external customers + Answer daily inquiries via phone and email by clarifying desired information; researching, locating, and providing information + Communicate warranty responsibilities and standards to builders, homeowners, sales reps, and others to provide warranty guidance and/or expedite warranted repairs and minimize insurance claims + Manage case files by administering the warranty resolution process, which includes investigating facts and gathering documentation necessary to conciliate or mediate between the Homeowner and Builder/Seller + Thoroughly review claims prior to submission and promptly submit claims to the Warranty Insurer. + Diffuse escalated situations while reviewing warranty coverage(s). Demonstrate professionalism, empathy, situational Clarity and sensitivity to each customer’s needs. + Mediate, negotiate, and facilitate solutions in complex warranty complaint cases, under minimal supervision + Obtain extensive knowledge of the terms and conditions of the 2-10 warranties to accurately advise and educate builder/members, homeowners and others of the responsibilities and obligations under the warranty. + Ensure that Service Level Agreements and deadlines are met by coordinating and following up with all necessary parties + Draft effective written correspondence describing the Construction Performance Guidelines as applied to contractual rights and responsibilities of the involved parties + Document all customer interactions in a clear, concise and informative matter + Other duties as assigned What skills and experience should you bring to this role? + Associates degree or equivalent business experience with proven college-level writing skills and exceptional verbal communication skills + Possess critical thinking skills to analyze and negotiate a resolution with experience in resolving highly escalated situations + Strong ability to Multi-task and manage competing priorities + Methodical in approach and attention to detail + Ability to read and understand technical information and to accurately apply the terms and conditions to resolve warranty construction disputes + Excellent written and verbal communication skills with the ability to apply problem solving skills to complex situations. + 1-2 years of office work experience and enjoys working with clients and collaborating with team members + Must have proficient computer skills working in Word, Excel, and Outlook 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 All POSITIONS REQUIRE A PRE-EMPLOYMENT CRIMINAL BACKGROUND CHECK