Job Description

Who We Are

Join a team that puts its People First! As member of First American's family of companies, Mortgage Solutions provides lenders with solutions to originate, close and service quality 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 eleven 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.

What We Do

Process and fulfill customer requests. Receive and interpret requests from sales reps, analyze issues, and extract requested information, formatting it appropriately. Provide solutions and work with a variety of groups (such as Sales, Commissions, IT, Product Development) for clarification where required. What You'll Do

• May act as Lead to other team members.

• Determine appropriate avenue to use to fulfill request

• Seen as SME (subject matter expert)

• Create reports based on customer requests

• Interacts with a wide range of functional groups for clarification on assignments.

• Understand, interpret and guide customers on the best way to fulfill their requests/needs.

• Troubleshoots complex problems, identifying issues and resolving problems.

• Ability to review requirements and provide alternatives if initial solution is not feasible.

• Perform advanced research of issues

• Works on escalated problems of a complex nature involving analysis of situations or data requiring a review of a variety of factors.

• Makes recommendations to improve results. Escalates more complex problems to management level.

• Assist in developing, defining and communicating policies and procedures supported by the team.

• Maintain SOP (Standard Operating Procedure) and other support items.

What You'll Bring

• High School diploma or equivalent; some college preferred

• 2-4 years related experience

• Requires extensive knowledge of the company’s products and services.

• Strong MS Office skills

• Strong knowledge of computerized data entry system or other relevant applications.

• Advanced problem solving skills

Pay Range: $16.63 - $22.18 HourlyThis 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 celebrates diversity, equity and inclusion not simply because it’s the right thing to do, but also 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.