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

Janae M. Senior Customer Service Representative

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Senior Exchange Officer / Counsel

Mandeville, Louisiana

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Job ID R036537 Date posted Aug. 03, 2022 Category Escrow Employment Type Full Time

Company Summary

Join a team that puts its People First! As a member of First American's family of companies, National Commercial Services provides single-point service for simple to multi-property/multi-state national commercial real estate transactions. 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

Job Description

In this role you will advise and facilitate 1031 exchanges for First American Exchange’s clients.   You will work directly with clients, their advisors and the escrow officers and closers who handle their transactions.  This role also includes training and developing Exchange Officers and Assistants.

Position includes discussing transactions with clients and their advisors, preparing exchange documentation and facilitating the exchange aspect of the closing.  Candidate must have proficiency in 1031 exchange rules, including rules and revenue procedures relating to reverse and improvement exchanges, and work efficiently in a fast-paced environment. 

Primary Duties and Responsibilities

Open Exchanges

  • Expertise in 1031 rules and ability to answer customer questions with little oversight
  • Proficiency in reverse and improvement 1031 rules and ability to answer customer questions with little oversight
  • Advise Exchange Officers and Assistants and clients regarding reverse, improvement, and complex 1031 exchange structures
  • Handle inquiry calls
  • Review purchase agreements and title reports
  • Prepare exchange documentation for relinquished and replacement property closings
  • Follow company’s procedures and comply with Accounting Policy


  • Monitor time deadlines and closing dates
  • Handle all accounting for the exchange files
  • Manage exchange process in a timely manner


  • Review estimated closing statements for approval
  • Handle acceptance and disbursement of funds in accordance with 1031 rules
  • Collect fee income and final signed documentation

Train Exchange Officers and Exchange Assistants

  • Educate and train Exchange Officers and Assistants and/or newly hired employees
  • Delegate assignments

Customer Service/Business Development

  • Trouble shooting and customer management
  • Follow up with existing and potential clients for increased business
  • Cooperate with managers and sales reps to develop business
  • Conduct presentations in front of law offices, CPA offices, and industry trade associations, demonstrating First American Exchange services

Required Skills and Experience

  • A minimum of five years’ experience in real estate, escrow or 1031 exchanges
  • Expertise of 1031 exchange rules and procedures
  • Accounting, bookkeeping, customer service or sales experience is preferred
  • Demonstrated ability to effectively manage priorities as well as effective time management
  • Flexible with the ability to adapt strategy to changing conditions
  • Versatility /ability to manage multiple priorities
  • Excellent verbal and written communication skills
  • Creative problem solving and decision making
  • Strong client service skills
  • Coping/stress management skills
  • Detail oriented
  • Team player oriented
  • Proficient in MS Office applications


  • Real Estate or Tax Law Degree

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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