Job Description:

COMPANY SUMMARY

Join our team! First American's Direct division provides comprehensive title insurance protection and professional settlement services for real estate purchases, refinances and equity loans. As a global leader in providing title insurance, settlement services and risk solutions for real estate transactions, First American (NYSE: FAF) is an ideal place to build your career. We have been entrusted with helping our customers achieve and protect their dream of homeownership since 1889. We believe that our people are the key to the company s continued success, and we invest in diverse talents and backgrounds and empower our teams to achieve more than they could anywhere else. First American has created an award-winning culture and has been named to the Fortune 100 Best Companies to Work For list for the fifth consecutive year and to more than 50 regional Best Places to Work lists. For more information, please visit www.careers.firstam.com

JOB SUMMARY

Performs a host of customer service duties such as receiving calls and requests from the general public, real estate agents/brokers or other agencies. Interface with customers typically by telephone, letter, fax or email to handle queries/problems.

* Interfaces with customers to resolve 1st and 2nd tier/escalation customer service calls/queries/problems.

* Verifies contacts and account information.

* Examines customer problems and implements appropriate corrective action to respond to customer requests.

* Escalates queries/requests for action as appropriate to Supervisor and/or Field locations for immediate action.

* Maintains and creates logs, reports, records and files.

* Investigates, analyzes, coordinates and tracks complex customer issues and problems.

* Makes proactive calls to determine accounts requiring close attention, identifies problems and works through to resolution.

* May interface with offshore call center to answer questions on process or specialized situations

* May prepare customer billings, answer questions about billing, and coordinate resolution of billing issues with collections and/or other departments.

* May do order fulfillment. Receive orders, reconcile information, track on spreadsheets, and follow up with customers

KNOWLEDGE AND SKILLS/TECHNOLOGY USED

* General knowledge of company products and customer service activities.

* Proficient MS Office skills

* Must be able to navigate a computerized data entry system or other relevant applications.

TYPICAL EDUCATION

* High School diploma or equivalent required

TYPICAL RANGE OF EXPERIENCE

* Generally has 2+ years of related experience

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. For more information about our Company and our dedication to putting People First, check out firstam.com/careers..

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