Offer summary

Qualifications:

High School diploma or equivalent required., 5+ years of related experience in customer escalations or written interactions., Strong organizational, time management, and problem-solving skills., Excellent verbal and written communication skills, with proficiency in MS Office..

Key responsabilities:

Research and respond to escalated customer inquiries and complaints.

Provide written and verbal responses to customer inquiries, including composing letters and emails.

Manage a pipeline of assigned cases while maintaining compliance with critical dates.

May perform customer setup, onboarding, and provide training or product demonstrations.

Job description

Who We Are

ServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. 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. 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 nine 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.

What We Do

HOW YOU’LL CONTRIBUTE

Point of escalation. Research and respond to escalated inquiries and complaints from customers. Also responds to standard requests for information or research
Interact with customers on all levels of escalation to provide acknowledgment and inquiry status. Includes inbound and outbound calls. Troubleshoots to provide customer resolution.
Identifies emerging trends and notifies leaders
Provides written and verbal responses to customer inquiries. Comfortable and precise with written communication. Compose letters and emails to summarize key points from inquiries
Manage an inventory/pipeline of assigned cases and maintain compliance with critical dates
Maintain and create logs, records, and files. Acts as a resource for information.
May perform customer setup, onboarding, and installations. Order and install necessary equipment. Test to make sure customer needs are met.
May provide training/product demonstrations. Customize to meet customer’s needs/ applications.
Other duties as assigned

WHAT YOU’LL BRING

Required Education, Experience, Certification/Licensure

High School diploma or equivalent required
Generally has 5+ years of related experience
Prior experience supporting customer escalations and/or written interactions/complaints in a related field / industry, product, or service
Requires extensive knowledge of the company’s products and services.
Excellent organization skills, strong time management, and the ability to meet deadlines
Strong research, and problem-solving skills
Customer Service skills including active listening, adaptability, creativity, conflict resolution, collaboration, negotiation, decision making, open-mindedness, persuasion, and critical thinking.
Strong MS Office skills
Excellent interpersonal and communication skills (verbal and written)
Proven ability to research and communicate the research into a customer friendly letter and/or communicate the information verbally to the customer
Strong knowledge of computerized data entry system or other relevant applications.
Diplomatic

Salary Range: $20.70 - $27.60 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 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.

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