Job Description

Who We Are

First American (India) is a GCC (Global Capability Center) of the First American Financial Corporation (NYSE: FAF) family of companies. FAI is a proud member of the FORTUNE 500 companies and has been amongst the Fortune 100 Best Companies to Work For® list for eight consecutive years. First American Financial Corporation provides comprehensive title insurance, closing/settlement, property data and technology solutions. First American (India) creates quality solutions for its customers by combining software, back office, and knowledge processing operations to fulfill First American's business requirements. Our priorities are our employees, customers, and shareholders - in that order. First American (India) has been ranked amongst India's Best Companies To Work For™ 2023: Listed amongst the Top 100 by Great Place To Work® India, FAI is also certified Best Workplaces for Women and Workplace with Inclusive Practices. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability.

What We Do

Customer Service Representatives may be found in service-related call center or non-call center environments. Employees perform a host of customer service duties such as receiving inquiries and requests from the general public, real estate agents/brokers or other agencies. The type of request is influenced by the business segment. For example, escrow branches will manage escrow-related calls, insurance businesses may receive policy or claims related inquiries, and other groups may receive technical-related questions. Interface with customers typically by web-based application, email, or telephone to address queries/problems. Use computerized systems for tracking, providing status, information gathering, and/or troubleshooting. These jobs are generic for broad applicability across the organization and do not have assigned clients.

What You’ll Do

• Resolve Customer Inquiries: Speak directly with customers to understand their needs, answer questions, troubleshoot account concerns, and provide timely resolutions.
• Research & Analyze Accounts: Review mortgage account information across multiple systems to investigate questions, identify issues, and determine appropriate solutions.
• Verify Account Information: Confirm and update customer contact and account information to help maintain accurate records.
• Implement Solutions: Evaluate customer concerns and take appropriate corrective action based on established procedures and available resources.
• Escalate Complex Issues: Recognize when additional support is needed and partner with managers, support representatives, or other teams to resolve more complex requests.
• Document Customer Interactions: Maintain accurate account records by entering clear, concise, and thorough notes regarding customer conversations and actions taken.
• Investigate & Follow Through: Research a variety of customer concerns and coordinate with internal teams to help ensure issues are resolved accurately and timely.
• Assist With Billing Questions: Help customers understand billing-related matters and coordinate with Collections or other appropriate departments when additional assistance is required.
• Identify Additional Solutions: Introduce customers to relevant products and services offered by our clients when appropriate.
• Support Service & Compliance Goals: Meet established call-handling, quality, productivity, and regulatory requirements while providing a consistent customer experience.

What You’ll Bring

• At least 1 year of related experience in a call center or customer service environment.
• Mortgage servicing, financial services, or other related industry experience preferred.
• High school diploma or equivalent required.
• Strong customer service and communication skills.
• Ability to navigate multiple computer systems and screens while assisting customers.
• Strong attention to detail and the ability to maintain accurate account documentation.
• Basic math and problem-solving skills.
• Ability to research information, analyze customer concerns, and determine appropriate next steps.

Schedule & Training

• Class Start Date: Hiring for January 2027
• Regular Shift: Monday – Friday, 11:00 a.m. – 8:00 p.m. ET
• Saturday Rotation: One Saturday every four weeks, 9:00 a.m. – 3:00 p.m. ET, with a scheduled weekday off Tuesday through Thursday.
• Occasional mandatory overtime may be required based on business needs and call volume.
• Training: The three-week training program will be held from 9:00 a.m. – 6:00 p.m. ET.

Candidates selected for employment will be required to successfully complete a background check and credit check as a condition of employment, where permitted by applicable law.

Pay Range: $20-$22 Hourly

This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.

What We Offer

By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First culture is inclusive for all employees - not just because it's the right thing to do, but because it's the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.

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.