Mortgage Support Specialist — Inclusive Culture + Benefits

First American Financial Corporation; Jacksonville (FL); On-site; USD 28,000 - 30,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401k

PTO / paid sick leave

Employee stock purchase plan

Job summary

First American in Jacksonville, FL seeks a Customer Service Representative to handle inquiries and resolve account issues by phone, email, or web tools.

The role requires 1+ year in a call center or customer service setting, a high school diploma, and strong communication skills. You will navigate multiple systems, document interactions, and help with billing questions. Training and background checks apply.

Qualifications

• High school diploma or equivalent required.
• At least 1 year of related call center or customer service experience preferred.
• Strong customer service and communication skills.
• Ability to navigate multiple computer systems while assisting customers.
• Strong attention to detail and ability to maintain accurate account documentation.
• Basic math and problem-solving skills.
• Ability to research information, analyze concerns, and determine next steps.

Responsibilities

• Resolve customer inquiries with timely resolutions.
• Research and analyze mortgage account information across multiple systems.
• Verify and update customer contact and account information.
• Implement solutions based on established procedures and available resources.
• Escalate complex issues to managers or other teams when needed.
• Document customer interactions with clear, concise notes.
• Investigate and follow through to ensure issues are resolved.
• Assist with billing questions and coordinate with Collections when needed.
• Identify additional solutions and promote relevant products/services.
• Support service and regulatory compliance goals.

Skills

Customer service

Communication

Computer systems navigation

Attention to detail

Math & problem solving

Documentation

Education

High school diploma or equivalent

Job description

First American in Jacksonville, FL seeks a Customer Service Representative to handle inquiries and resolve account issues by phone, email, or web tools.

The role requires 1+ year in a call center or customer service setting, a high school diploma, and strong communication skills. You will navigate multiple systems, document interactions, and help with billing questions. Training and background checks apply.