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
Acts as the primary interface between the company and Client, post Sales Force interaction monitoring client transactions from order placement through recording, policy and billing to ensure a positive experience. Focused on building and maintaining strong relationships with the client, operations and sales. Identifies potential business opportunities. Works with client management, sales and operations to prioritize and integrate those opportunities into the account plan.
Essential Functions
Maintains consistent contact to ensure the client is informed of all aspects of their business.
Establish and facilitate weekly/monthly/quarterly calls to review current volume, anticipated volume increases, service levels, process changes, new or on-going service issues and service successes.
Request items for discussion and deliver documented agenda a day prior to scheduled call.
Maintain documentation that outlines the client's organization, interaction history and customized process changes; modifications, enhancements and/or deletions.
May travel to client locations as requested and accompany Sales and Operations when needed.
Meet with client associates for a firsthand look at their daily operation and document any variances in process. Review those differences with Operations and Sales; updating the written Workflow accordingly.
Identify potential needs or process improvements that might enhance the client experience and improve overall performance.
Report Review.
Identifies and schedules reports that track all aspects of client business.
Create an Action Plan to document recurring or unresolved service issues for each individual client. Review internally with Operations updating weekly. Follow-up on late and/or incomplete items.
Document any written or verbal concerns shared by a borrower/customer on a Complaint Log and provide in a report as requested by the client (the frequency may vary).New Client Set-Up:
Meet with the Client, Sales and Operations as a catalyst to understand the needs and expectations for any new business.
Works closely with all appropriate business units and will provide any supporting information or documentation including signed Agreement, Pricing, Product and Loan Origination System to assist in the successful Onboarding process.
Partner with Operations to conduct system and workflow testing and provide sign off of the Set Up successful Onboarding process.
Partner with Operations to conduct system and workflow testing and provide sign off of the Set Up along with the Sr. Operations Manager.
Monitor reports to ensure all processes and workflows are accurate.
Partner with Marketing to create or update training material for new client or new system, product or process and coordinate, schedule and facilitate training as needed for client and/or Operations team.
Schedule client specific reports and system notifications as needed. Review with the client to ensure they understand the information being provided. Modifications and frequency of data will be made as deemed necessary by the client.Management Reporting:
Prepare a weekly summary of prominent issues, including root cause and resolution. The summary will also include items that are still pending with an ETA for completion.Technology Development:
Work with IT and Operations to identify potential technology improvements. Assist with the review and testing of system enhancements to determine if the desired functionality is present.
Work with 3rd party vendors such as Ernst and Closing Corp as well as IT and Operations as needed to maintain optimal data and services to the Lender.
Other duties as assigned to include but not limited to;
Special projects
Local Close/Purchase
Knowledge and Skills/Technology Used
Excellent written and verbal communication skills required.
Demonstrated ability to effectively manage priorities as well as effective time management.
Strong knowledge of MS Office applications and title/escrow related software to create/update documents and spreadsheets containing formulas and formatting.
Knowledge of required tools to query and manipulate data in varying file formats.
Ability to speak effectively before groups of Clients or employees of organization
Experience
Typically minimum of 3 years related industry 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.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.
