Customer Resolution Specialist

First American; United States; Remote; USD 2,926,000 - 3,899,000; Full time

Benefits offered by this job

Medical, dental, vision

401k

Stock purchase plan

PTO / paid time off

Job summary

First American is seeking a Customer Resolution Specialist to research and resolve escalated customer inquiries via phone, email, and written communications. You will coordinate with business areas to close issues and maintain thorough escalation documentation.

The role emphasizes precise written responses, timely updates to customers, and maintaining logs of all cases while ensuring compliance with critical dates. Background in customer service is essential.

Qualifications

• High School diploma or equivalent required.
• Typically 5+ years of related experience.
• Experience supporting customer escalations and/or written interactions/complaints in a related field/industry.
• Extensive knowledge of the company’s products and services.
• Excellent organization skills, strong time management, and the ability to meet deadlines.
• Strong research and problem-solving skills.
• Customer service skills including active listening, adaptability, creativity, conflict resolution, collaboration, negotiation, decision making, open-mindedness, persuasion, and critical thinking.
• Strong knowledge of computerized data entry systems or other relevant applications.
• Diplomatic.

Responsibilities

• Point of escalation. Research and respond to escalated inquiries and complaints from customers.
• Interact with customers on all levels of escalation to provide acknowledgment and inquiry status. Includes inbound and outbound calls.
• Identify emerging trends and notify leaders.
• Provide written and verbal responses to customer inquiries; compose letters and emails to summarize key points.
• Manage an inventory/pipeline of assigned cases and maintain compliance with critical dates.
• Maintain and create logs, records, and files; act as a resource for information.
• May perform customer setup, onboarding, and installations; test to ensure needs are met.
• May provide training/product demonstrations; tailor to meet customer needs.
• Other duties as assigned

Skills

Customer service

Written communication

Active listening

Problem solving

Time management

Conflict resolution

Negotiation

Decision making

Interpersonal communication

MS Office

Education

High School diploma or equivalent

Tools

MS Office

Job description

Who We Are

ServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability. 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 eleven 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.

What We Do

The Customer Resolution Specialist is responsible for providing high level customer service and focuses on researching and resolving customer escalations through phone, email and/or written communications. Assess customer complaints. Research and troubleshoot to provide resolution for customer. Determine and coordinate with business area or department needed for closure of complaint or issue. Maintain documentation of escalation and customer contact. Ensures the customer's voice is heard and that issues are thoroughly researched and addressed. Does not have assigned clients/account management responsibility.

WHAT YOU’LL DO

• Point of escalation. Research and respond to escalated inquiries and complaints from customers. Also responds to standard requests for information or research
• Interact with customers on all levels of escalation to provide acknowledgment and inquiry status. Includes inbound and outbound calls. Troubleshoots to provide customer resolution.
• Identifies emerging trends and notifies leaders
• Provides written and verbal responses to customer inquiries. Comfortable and precise with written communication. Compose letters and emails to summarize key points from inquiries
• Manage an inventory/pipeline of assigned cases and maintain compliance with critical dates
• Maintain and create logs, records, and files. Acts as a resource for information.
• May perform customer setup, onboarding, and installations. Order and install necessary equipment. Test to make sure customer needs are met.
• May provide training/product demonstrations. Customize to meet customer’s needs/ applications.
• Other duties as assigned

WHAT YOU’LL BRING

KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)

• High School diploma or equivalent required
• Generally has 5+ years of related experience
• Prior experience supporting customer escalations and/or written interactions/complaints in a related field / industry, product, or service
• Requires extensive knowledge of the company’s products and services.
• Excellent organization skills, strong time management, and the ability to meet deadlines
• Strong research, and problem-solving skills
• Customer Service skills including active listening, adaptability, creativity, conflict resolution, collaboration, negotiation, decision making, open-mindedness, persuasion, and critical thinking.
• Strong MS Office skills
• Excellent interpersonal and communication skills (verbal and written)
• Proven ability to research and communicate the research into a customer friendly letter and/or communicate the information verbally to the customer
• Strong knowledge of computerized data entry system or other relevant applications.
• Diplomatic

Candidates selected for employment will be required to successfully complete a background check, credit check and drug screening as a condition of employment, where permitted by applicable law.

Pay Range: $21.24 - $28.30 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.

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 is inclusive for all employees - not just because it's the right thing to do, but 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.