Establish, build, and maintain mutually beneficial relationships with assigned Specialty Markets clients. Provide full service customer service (from 1st tier/routine to 2nd tier/complex) and focus on complex customer service issues. Analyze customer needs, identify problems, research issues, and recommend solutions.
What You'll Do- Provide customer training/product demonstrations. Training involves determining customer needs, customizing and/or creating presentations/information to meet customer needs/applications, training delivery and checking for understanding. Usually travels to customer site to deliver training.
- May serve as liaison to offshore customer service operations providing training to entry level customer service clerks, 2nd tier customer service resource; determine/provide significant input to policies and procedures.
- Make recommendations to and strongly influences management and other staff on process improvements, product enhancements, and/or software. Keeps management informed of market conditions. May test alpha software/ and make recommendations to manager/programmers on viability from a customer perspective.
- May provide technical support. Analysis of customer systems, including Zendesk and Valon platforms, troubleshoots problems, recommends solutions, coordinates fixes and resolves issues.
- Participate in client facing meetings addressing escalations of issues at the loan level, process level and initiative level
- Develop, create, refine customer facing materials that help guide our clients in how to do business with us. Includes Power Point presentations, word documents, excel spreadsheets, project plans and more
- Be responsible for regular reporting on activities within your team and client base
- Coordinate cross functional and cross department meetings where issues are being addressed and resolutions sought for customers, clients and internal partners
What You'll BringKnowledge and Skills/Technology Used
- Proficient in Microsoft applications (Word, Outlook, Excel, Access, PowerPoint, and Internet Explorer) and demonstrate the ability to learn custom applications (Siebel, SWAN, PTS, and A/R).
- Excellent verbal and written communication skills.
- Typical Education
- Bachelor's degree or equivalent combination of education and experience
- Typical Range of Experience
- 7+ years of directly relevant work experience, mortgage or insurance industry preferred.
- Attention to detail, and ability to conduct research independently
- Lead meetings with vendors, clients, internal partners
- Strong remote camera presence
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: $73,900.00 - $98,500.00 Annually
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.
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.
