Join 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 six 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.
Job Summary
These jobs may be found in service-related call center or non-call center environments. Employees perform a host of customer service duties such as receiving calls and requests from the general public, real estate agents/brokers or other agencies. The type of request may depend on the business segment e.g. escrow branches will deal with escrow-related calls. Insurance businesses may receive policy or claims related inquiries and SMS may receive technical-related questions. Interface with customers typically by telephone, letter, fax or email to handle queries/problems. Uses computerized system for tracking, information gathering, and/or troubleshooting. These jobs are generic for broad applicability across the organization.
Assists internal and external customers with requests and inquiries via telephone, letter, email, fax or in-person
Assists callers with troubleshooting issues related to web-based transactions
Fields initial calls for Resale, Transfer and Rental inquires by assisting with commonly asked questions and supplying appropriate paperwork and/or information when necessary
Contacts Resale customers to guide them throughout the transaction process. Informs the customers on upcoming steps, process overview, expected timeline and answers questions they may have
Calls and issues are predominantly routine, but may require deviation from standard screens, scripts and procedures
Escalates queries/requests for action as appropriate to department leads or managers for immediate action
Verifies caller identity, contact and account information when applicable
Escalates queries/requests for action as appropriate to department leads or managers for immediate action
Receives, logs and delivers mail delivered by various couriers
Inventories and maintains office supply and order fulfillment
Fields initial calls for foreclosure matters related to reinstatement inquiries and provides reinstatement quotes to owners upon request
May assist with coordinating monthly caterings, birthday and anniversary celebrations
Coordinates with tenant management and building offices for resolution of suite-related issues/requests as needed
Job Qualifications
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.
1-2 years related experience
Bilingual in Spanish is required (read, write and speak fluently)
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.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.
