Who We AreServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for nine consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all.
What We Do
HOW YOU’LL CONTRIBUTE
- Point of escalation. Research and respond to escalated inquiries and complaints from customers. Also responds to standard requests for information or research
- Interact with customers on all levels of escalation to provide acknowledgment and inquiry status. Includes inbound and outbound calls. Troubleshoots to provide customer resolution.
- Identifies emerging trends and notifies leaders
- Provides written and verbal responses to customer inquiries. Comfortable and precise with written communication. Compose letters and emails to summarize key points from inquiries
- Manage an inventory/pipeline of assigned cases and maintain compliance with critical dates
- Maintain and create logs, records, and files. Acts as a resource for information.
- May perform customer setup, onboarding, and installations. Order and install necessary equipment. Test to make sure customer needs are met.
- May provide training/product demonstrations. Customize to meet customer’s needs/ applications.
- Other duties as assigned
WHAT YOU’LL BRING
Required Education, Experience, Certification/Licensure
- High School diploma or equivalent required
- Generally has 5+ years of related experience
- Prior experience supporting customer escalations and/or written interactions/complaints in a related field / industry, product, or service
- Requires extensive knowledge of the company’s products and services.
- Excellent organization skills, strong time management, and the ability to meet deadlines
- Strong research, and problem-solving skills
- Customer Service skills including active listening, adaptability, creativity, conflict resolution, collaboration, negotiation, decision making, open-mindedness, persuasion, and critical thinking.
- Strong MS Office skills
- Excellent interpersonal and communication skills (verbal and written)
- Proven ability to research and communicate the research into a customer friendly letter and/or communicate the information verbally to the customer
- Strong knowledge of computerized data entry system or other relevant applications.
- Diplomatic
Salary Range: $20.70 - $27.60 Hourly
This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.
What We OfferBy choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it’s the right thing to do, but also because it’s the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.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.
Top Skills
What We Do
First American provides financial services through its Title Insurance and Services segment and its Specialty Insurance segment. The First American Family of Companies’ core business lines include title insurance and closing/settlement services; title plant management services; title and other real property records and images; valuation products and services; home warranty products; property and casualty insurance; and banking, trust, and investment advisory services.
First American Title Insurance Company provides comprehensive title insurance protection and professional settlement services for homebuyers and sellers, real estate agents and brokers, mortgage lenders, commercial property professionals, homebuilders and developers, title agencies and legal professionals to facilitate real estate purchases, construction, refinances or equity loans.
First American's thorough title searches, title clearance and title insurance policies help to produce clear property titles and enable the efficient transfer of real estate.
As one of the largest title insurance companies in the nation, First American offers title insurance and settlement services through its direct operations and an extensive network of agents throughout the United States and internationally.
First American Title Insurance Company traces its history to 1889 and is the largest subsidiary of First American Financial Corporation (NYSE: FAF).
