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First American Financial Corporation
Janae M., Senior Customer Service Representative

Janae M. Senior Customer Service Representative

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Escrow Branch, Team Lead

Bend, Oregon

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Job ID R036763 Date posted Aug. 18, 2022 Category Escrow Employment Type Full Time

Company Summary

Join a team that puts its People First! First American's Direct division provides comprehensive title insurance protection and professional settlement services for real estate purchases, refinances and equity 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 seven 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

Job Summary

Responsible for directing or managing the day-to-day operations of an assigned branch or branches where escrow transactions are done. Acts as a neutral third-party between buyers and sellers during a real estate sale, managing funds and processing real estate transactions.  Ensures employee conformance to established practices and proper training of staff.  Prepares related reports and audits current procedures to monitor efficiency of operations.  Manage and implement processes and policies.  

Role is a combination of leadership responsibilities and escrow officer related duties.  This role has a strong production component and is not typically the main contact for a branch and exists in larger offices where an Area Branch Mgr or a Branch Mgr is in place.

Essential Functions

  • Oversight of workflow and resolving escalated issues typically with Escrow Officers
  • May lead a support function team who oversees a process
  • May have direct reports but would typically have 3 or less
  • Lead responsibilities include coordinating the work and activities of others: resolving escalated issues, measuring and monitoring capacity, and coordinating workflow, assigning tasks and orders, and providing training.  May provide input to hiring decisions and performance management process.

Knowledge and Skills/Technology Used

  • Process and detail orientated
  • Proficient computer skills and solid knowledge of company operating systems and applications
  • Multi-tasking, problem-solving and customer service skills
  • Familiar with company policies and compliance concerns
  • Successful track record of executing day to day operational responsibilities
  • Excellent verbal and written communication skills
  • People/leadership/interpersonal skills
  • Ability to work well under pressure and remain flexible to changing schedules and demands
  • Solid administrative skills; management skills

Typical Education

  • High School diploma or equivalent

Typical Range of Experience

  • 6+ years directly related experience
  • Demonstrated leadership skills

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.

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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