Customer Resolution Specialist (in office)

Who We Are

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 ten 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 www.careers.firstam.com.

What We Do

The Customer Resolution Specialist is a key member of the newly established centralized Customer Experience team. This role is responsible for serving as a single point of contact for customer inquiries across multiple products and transaction types. As the organization transitions from product-specific service models to a centralized structure, this position plays an important role in improving responsiveness, consistency, and cross-functional coordination. The representative will triage inquiries, provide direct support when appropriate, cross-sell and upsell where appropriate, and collaborate with internal teams to ensure timely and accurate resolution.

What You’ll Do

• Serve as the primary contact for inbound customer inquiries via phone and email

• Respond to and resolve inquiries related to:

o Order status updates

o Billing questions

o Questions regarding items reflected on reports

o General product or transaction-related matters

• Research and investigate issues by coordinating with operations, product, and billing teams

• Escalate complex matters appropriately while maintaining ownership of communication

• Identify areas of opportunity to cross-sell or upsell a client when they call in based on the context of their questions

• Document customer interactions accurately within FAST/Ignite file notes

• Provide order forms or direct clients to the website to place orders, and guide them through opening an order online

• Verify contact and account information

• Proactively follow up with clients to confirm issue resolution and to obtain feedback

• Identify trends or recurring issues and provide feedback to leadership

• Support the development of standardized workflows and service procedures

• Maintain professionalism, confidentiality, and adherence to company policies

What You’ll Bring

• Demonstrated positive and professional attitude

• Self-starter with the ability to work independently and manage priorities

• Strong verbal and written communication skills

• Professional phone presence and customer interaction skills

• Curious mindset with a willingness to learn multiple products and processes

• Solutions-oriented approach to problem solving

• Strong organizational skills and attention to detail

Preferred Qualifications:

• Prior customer service or client-facing experience

• Experience working in a multi-product or operational environment

• Familiarity with CRM, ticketing, or case management systems

• Experience collaborating across cross-functional teams

• Title experience a plus

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.

Pay Range: $25.49 - $33.98 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.