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

Janae M. Senior Customer Service Representative

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Document Specialist

Fort Mill, South Carolina

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Job ID R037189 Date posted Sep. 22, 2022 Category Business Process & Analysis Employment Type Full Time

Company Summary

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 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.

Job Summary

Coordinates the efforts of completing new and existing document requests for any one of the company's proprietary software, including but not limited to; FAST, SMS , DBS and Mortgage Solutions Products.

Essential Functions

  • Maintains the Standard and Custom set of documents for FAST.
  • Uses the Internet to access the most recent State and County forms.
  • Provides the HelpDesk and QA with updates for clients.
  • Works directly with the Sr. Document Specialist with respect to document projects as needed. This would involve coordination of document sets.
  • Liaises between customers and other team members.
  • Gathers data and recommends solutions to customer issues.
  • Builds automated solutions.
  • Performs additional duties as required by Management.


Knowledge and Skills/Technology Used

  • Working knowledge of fundamental concepts, practices and procedures of department/field
  • Good verbal and written communication skills
  • Establishes effective working relationships at the work group level
  • MS Word -intermediate experience, including knowledge of Template Setup
  • Good proofreading skills
  • Detail Oriented
  • Able to work autonomously as well as with a team
  • Self-motivated; self-starter
  • Title and Escrow knowledge preferred
  • General knowledge of web applications preferred, training provided for company specific applications
  • Adobe Acrobat-preview, print preferred


Typical Education

  • High school diploma or equivalent


Typical Range of Experience

  • 1 – 3 years related experience

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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