Job Description:

Company Summary

Join a team that puts its People First! First American's Agency Division is dedicated to providing our policy-issuing agents with resources, services and underwriting guidance needed to achieve new levels of success. 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 six 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.

Job Summary

Manages customers' (title agents) information and accounts in the STARS Oracle Telesales agency database through a series of standardized corporate processes. These processes include, but are not limited to Agency Application and Approval, Agent On Boarding, Agency Maintenance and Monitoring, and Agency Cancellation. Reviews all submitted documentation to ensure Customers (title agents) are compliant with all corporate and statutory requirements. Supports field sales personnel in efforts to obtain and maintain accurate information on all of their Customers (title agents). Frequently communicates with Senior, State and/or Sales Management personnel to resolve Customer (title agent) approvals and information issues. Major focus is the support of First American's Agency Business Operations to ensure that Standard Operating Procedures are followed and maintained.

Essential Functions

• Ensure standard processes for licensing and background checks are followed


• Manage customer information through standardized corporate processes


• Review documentation submitted by customer/ agent to ensure compliance with corporate and statutory requirements


• Support field sales personnel to obtain and maintain accurate information on customers


• Communicate and coordinate with supporting departments (i.e. sales, treasury team)


• Update and maintain account data in agency software systems


• Follow and ensure compliance to Company Standard Operating procedures


• Respond and resolve customer requests


• Report on case load, status, issues as requested by management


• Train/demo/onboard agent on process/system/ software


• May participate as team member on medium to large scale projects


• Support departmental document storage and retrieval systems


• Follow functional area's processes and procedures in daily activities, troubleshoot as needed and recommend suggestions for continuous improvements to overall operations

Knowledge and Skills/Technology Used

• Proficiency in MS Office: Word, Outlook and Excel


• Familiar with department operating systems


• Organization skills


• Attention to detail


• Ability to multi-task


• Problem resolution skills


• 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

Typical Education

• High School diploma or equivalent

Typical Range of Experience

• 1-3 years of 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. Apply Now