Job Description

Company Summary

Join our Agency team! 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. 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 companys 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

This role supports sales to determine root cause and resolve agent remittance issues. Assigned to an Agency region, this role acts as a liaison between OPS 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. Actively drive communication and change management.

Essential Functions

* Determine root cause and resolve agent remittance issues. Issues range from simple to complex. Investigate issue to determine if the problem is due to policy information being incomplete, CPL issues, endorsement problems, system related, etc. Reasons for unbooked orders vary and can require investigation to determine root cause.
* Resolve problems with booked orders or Cash Application 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.
* Drive correct, standardized agent behavior. Train Sales Reps and Agents on remitting procedures, processes and technology enhancements. Make recommendations related to training module
* Implement standardized accounting functions
* 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
* May track trends and make recommendations on processes and technology enhancements to management and Technology Consultant

Knowledge and Skills/Technology Used

* 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

Typical Education

* High School Diploma required
* Some College preferred

Typical Range of Experience

* 3-5 years of relevant experience in a sales support function and applicable state title 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.