Join a team that puts its People First! First American's Direct division provides comprehensive title insurance protection and professional settlement services for real estate purchases, refinances and equity loans. 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
Responsible for directing or managing the day-to-day operations of an assigned branch or branches where escrow transactions are done. Acts as a neutral third-party between buyers and sellers during a real estate sale, managing funds and processing real estate transactions. Ensures employee conformance to established practices and proper training of staff. Prepares related reports and audits current procedures to monitor efficiency of operations. Manage and implement processes and policies.
Manages and sets priorities of the daily operations of a high volume / complex branch office or multiple branch offices. Primary role is managing and leading others. Performs duties of a production position as needed, for complex files, or to resolve customer issues. Has expertise or specialized knowledge in multiple escrow product areas
Essential Functions
Employees supervised are primarily escrow positions, but other support roles typically report in as well
Seen as "in charge" of the branch and is the go-to person for office management and a variety of issues
Track and monitor expenses and branch operation's profitability
Manages a staff with responsibility for coaching, mentoring, hiring, and training of all branch staff. Manages workflow and resolves escalated issues. Advocates for employees and communicates compensation changes
Develops and monitors branch metrics, reporting information to senior management and provides recommendations for policy / process change based on branch results.
Develops new and maintains existing client base, managing ongoing client and business challenges.
Answers questions and provides guidance regarding products, services, policies or specific transactions.
Participates in long-range branch /regional planning and regularly provides input to operational decisions.
Knowledge and Skills/Technology Used
Strong process skills required; detail oriented
Strong computer skills and knowledge of company operating systems/applications
Strong problem-solving and customer service skills
Ability to lead/sought out for advice
Able to manage competing priorities
Forward thinking and able to identify and leverage skills of other teams/groups to drive process improvement/change
Can change the thinking of, or gain acceptance from, others in sensitive situations, using influence and preventing damage to the relationships.
Has a good understanding of competitor, financial and industry dynamics.
Actively recruits, retains and develops talent and holds employees accountable for results. Leads change, manages conflict and fosters collaboration.
Drives and models customer loyalty, manages customer expectations, solicits customer feedback and ensures commitments are met.
Business acumen, strategic agility, ability to develop others, and influence change
Collaboratively engages with leaders to create, identify, and implement solutions to further effectiveness of the business
Typical Education
High School diploma or equivalent
Typical Range of Experience
6-8 years of directly related experience
5+ years demonstrated experience in a supervisory or management role
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.
