Sr. Account Customer Specialist

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 eight 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

Establish, build, and maintain mutually beneficial relationships with assigned Specialty Markets clients. Provide full service customer service (from 1st tier/routine to 2nd tier/complex) and focus on complex customer service issues. Analyze customer needs, identify problems, research issues, and recommend solutions.

What You'll Do:

• Perform trend analysis of issues and market conditions resulting in changes to product, policy and/or processes.
• Visit Client sites, visiting clients in their offices. These visits may result in additional sales, but the goal is customer contact, servicing, public relations, training, and retention.
• Partner with sales department, providing information and recommendations on customer needs
• Provide equipment/hardware/software installation
• Provide customer training/product demonstrations. Training involves determining customer needs, customizing and/or creating presentations/information to meet customer needs/applications, training delivery and checking for understanding. Usually travels to customer site to deliver training.
• May serve as liaison to offshore customer service operations providing training to entry level customer service clerks, 2nd tier customer service resource; determine/provide significant input to policies and procedures.
• Make recommendations to and strongly influences management and other staff on process improvements, product enhancements, and/or software. Keeps management informed of market conditions. May test alpha software/ and make recommendations to manager/programmers on viability from a customer perspective.
• May provide technical support. Analysis of customer systems, troubleshoots problems, recommends solutions, coordinates fixes and resolves issues.
• May participate in sales function: Recommend and close sales enhancements/add-ons, Customer sign-ups/set-ups, Qualify customers, provide pricing plan, coordinate contracts, Work with sales person to close the deal, Participate in trade shows

What You'll Bring:

• Proficient in Microsoft applications (Word, Outlook, Excel, Access, PowerPoint, and Internet Explorer) and demonstrate the ability to learn custom applications (Siebel, SWAN, PTS, and A/R). Excellent verbal and written communication skills.

Typical Education

• Bachelor's degree or equivalent combination of education and experience

Typical Range of Experience

• 5-7 years of directly relevant work experience, mortgage or insurance industry preferred.

Pay Range: $56,611.50- $98,488.50

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.

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.