Who We AreJoin a team that puts its People First! First American's Agency Division is dedicated to providing our policy-issuing agents with resources, services and underwriting guidance needed to achieve new levels of success. Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. 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. For more information, please visit www.careers.firstam.com.
What We DoThis role supports sales by resolving agent policy remittance payments, invoice corrections, and other issues. Assigned to an Agency region, acts as a liaison between operations and FSC staff to gather information, determine root cause, and resolve orders. Track trends and provide input to processes to reduce incidents of unbooked orders and increase efficiencies. Drive standardized agent behavior by training sales reps and agents on procedures, processes, and technology enhancements. Actively drive communication and change management.
What You'll Do:
Determine root cause and resolve a variety of agent remittance issues. Investigate to determine if the problem is due to incomplete policy information, CPL issues, endorsement problems, is system related, etc. Reasons for unbooked orders vary and may require investigation to determine root cause.
Resolve problems with booked orders or cash applications such as adjustment or refund requests, incorrect cash amounts applied or applied to an incorrect file, problems with ePay, AgentNet Set-up and Maintenance Requests, etc.
Implement standardized accounting processes.
Collaborate with OAM to optimize agent onboarding.
Work with Technology Consultant to learn new enhancements, integrations, fixes, etc. May assist with User Acceptance Testing (UAT)/ of eReport/ePay related enhancements.
Provide continued support to agents
Track trends and make recommendations on processes, training materials, and technology enhancements.
Other duties as assigned
What You'll Bring:
High School diploma or equivalent
Some college preferred.
3-5 years of relevant experience in a sales support function and applicable state title experience
Standard MS skill set
Strong customer service orientation
Basic math skills
Analytical skills to resolve problems and determine root cause
Familiar with the title process and knowledge of local title practices
Knowledge of First American's accounting processes.
Knowledge of industry production systems to assist agents with policy remittances
Pay Range: $22.80 - $30.38 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.
First American invests in its employees' development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer.
