Job Description

FIDELITY NATIONAL HOME WARRANTY, A FORTUNE 500 COMPANY, IS SEEKING A RESOLUTION ANALYST MANAGER. The primary function of this role is to provide front line direction and supervision to the Resolution Analyst Tier 2 role. Resolution Analysts handle service provider and customer inbound electronic communication and their main responsibility is timely reviewing of vendor report accuracy, making coverage and resolutions decisions, and engaging customers and Resolution Specialists when needed.

This position is based in Henderson Nevada Call Center

ESSENTIAL FUNCTIONS:

• Directly supervise a team of Tier 2 Resolution Analysts associates to ensure that productivity, quality, customer satisfaction and performance objectives are bet and performed in full compliance with established policies and procedures.
• Ensure that warranty claims are executed and resolved in a timely manner.
• Engage customers directly as needed to resolve escalated service issues and build customer loyalty.
• Coach and develop associates through constructive feedback, training assessments, progressive disciplinary actions and other coaching techniques.
• Review key metrics with each direct report on a monthly and quarterly basis.
• Learn and maintain knowledge and understanding of FNHW warranty contract coverage terms and conditions, as well as authorization policies, procedures and processes.
• Maintain attendance, daily statistics, vacation time, sick time, etc. in conjunction with Workforce Management.
• Review and approve time records in compliance with payroll requirements.
• Regular attendance and schedule adherence required.
• Perform other duties and responsibilities as required.

KNOWLEDGE, SKILLS AND EXPERIENCE:

• High school diploma or GED.
• 1+ years' experience a call center environment, including 1+ years' in a supervisor role (preferred)
• Experience in warranty claims or insurance authorizations is preferred.
• Strong communication and listening skills
• Leadership skills including the ability to motivate, train, and develop associates
• Strong analytical, problem solving and decision making skills
• Strong organization skills with the ability to multi-task effectively
• Must be proficient with Microsoft Word, Excel, and Outlook
• Excellent work ethic
• Ability to work flexible hours including days, evenings, weekends and holidays

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

Company Description

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.