Operations Team Coordinator

Who We Are

Join a team that puts its People First! As a member of First American’s family of companies, Data & Analytics is a national provider of property-centric information, analytics, risk management and valuation solutions. First American maintains and curates the industry’s largest property and ownership dataset with over 7 billion document images. Our major platforms and products include: DataTree®, FraudGuard®, RegsData™, TaxSource™ and ACI®. The First American Data & Analytics division boasts more than 20 patents and remains at the forefront of innovation - leveraging technology and data to deliver best-in-class decisioning solutions. Fueled by our industry-leading data and using our technology and proprietary process, our solutions provide lenders, real estate and title companies with actionable insights - enabling them to make better, increasingly automated, decisions. With offices in all major metropolitan areas, including California and New York, DNA teams work collaboratively from across the country. 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

As part of the Customer Service Team, this position is responsible for assisting with managing the day-to-day department workflow. Coordinate all process changes and new client information/training with other trainers. Ensure compliance with policies, assist with improving processes and procedures, and develop trained and motivated employees. Work with Team Leads and other Team Coordinators/Trainers to motivate and train the department.

Essential Functions

• Develop New Hire training and work on creating web based training with other trainers.
• Create training document for client changes, and obtain Client specific differences that need to be communicated with team members
• Review all fee approvals through the Fee approval queue. Ensure all steps were completed.
• Upgrade order procedure
• Monitor, coach and train team members as backup to TL and answer questions of team members
• Provide a bi-weekly training for open discussions to improve department processes through case studies
• Serve as a back up for Team Lead for the UCN, as well as other systems and processes.
• Coordinate all training with necessary trainers to ensure that all teams receive the same information
• Review and supply input regarding changes to department standard operating procedures (SOPS) and guidelines, and ensure that department SOPs are followed by department associates
• Lead Friday team huddle that provides a recap of all changes and updates that were discussed in the Monday through Thursday huddle.
• Participate in department migration to new Valuations system with a positive attitude in the established time frame
• Participate with Team Lead to propose and implement intermediate improvements to current system
• Help to identify business or process gaps/risks during system migration
• Manage on-going department level training as new development is deployed
• Obtain knowledge of current processes to become Subject Matter Expert (SME) for Valuations system
• Participate in New Story development to assist with migrating the functions from SourceNet to Valuations
• Participate in Beta testing / UAT to make sure training and new development works properly when requested by IT or manager
• Help retain satisfied clients within expected SLA and minimize client calls
• Communicate client needs/changes to help improve client satisfaction.
• Identify distressed or negative profit margins (revenue and/or cost based)
• Accommodate client or market opportunities to manage growth
• Review client concerns/problem orders on end as needed basis to determine process improvements.
• Optimize work processes for overflow/rush/exception orders
• Minimize product or process customization by thinking “globally”
• Participate in new product development and process improvement
• Identify productivity/automation (queues) trends and opportunities
• Streamline current processes and determine possible gaps for development

Knowledge and Skills/Technology Used

• Good interpersonal, communication, presentation and facilitation skills across multiple domains (written, verbal, public speaking/teaching/training, interpersonal, listening)
• Use a client-centric and outreach approach to problem solving and decision making
• Set en example of professionalism and respect for others.
• Positive attitude in handling challenging situations.
• Good prioritization, planning, project management, problem-solving and implementation skills showing initiative and follow-through
• Ability to conduct/interact professionally end effectively at multiple levels within the organization
• Ability to deliver complex concepts through easy to understand methods
• Ability to establish credibility, overcome obstacles and make decisions confidently
• Ability to adapt to change with a positive attitude.
• Proficient in the use of Microsoft Office/Outlook and PhotoShop applications
• Proven reliability and dependability in attendance and punctuality

Typical Education

• Bachelors degree or equivalent combination of education and experience

Typical Range of Experience

• Prior real estate or mortgage industry experience preferred
• 1-3 years experience as CSR Sr, some lead experience preferred

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.