Senior Client Relations & Training Specialist

First American; Iowa (LA); On-site; USD 74,000 - 99,000; 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 is seeking a seasoned customer service professional to support Specialty Markets clients. You will train customers, analyze needs, and coordinate with offshore operations to ensure high-quality service.

You will influence process improvements, test alpha software, and provide technical support while guiding client engagements and training delivery. Role requires 7+ years in mortgage or insurance support, a Bachelor’s degree or equivalent, and strong communication skills.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 7+ years of directly relevant work experience, mortgage or insurance industry preferred.
• Proficient in Microsoft applications and ability to learn custom applications (Siebel, SWAN, PTS, and A/R).
• Excellent verbal and written communication skills.
• Attention to detail and ability to conduct research independently.
• Lead meetings with vendors, clients, internal partners.
• Strong remote camera presence.

Responsibilities

• Provide customer training/product demonstrations. Training involves determining customer needs, customizing and/or creating presentations to meet needs, and delivering training; usually travels to client site.
• Serve as liaison to offshore customer service operations; train entry level staff and input policy improvements.
• Recommend process improvements, product enhancements, and software; inform management of market conditions; test alpha software as needed.
• Provide technical support; analyze customer systems, troubleshoot, coordinate fixes and resolutions.
• Participate in client meetings addressing escalations at loan, process and initiative levels.
• Develop, create and refine customer-facing materials (PowerPoint, Word, Excel, project plans).
• Report regularly on activities within your team and client base.
• Coordinate cross-functional and cross-department meetings to resolve issues for customers and partners.

Skills

Microsoft Office

Verbal & written communication

Lead meetings

Remote camera presence

Education

Bachelor's degree or equivalent

Tools

Siebel

SWAN

PTS

A/R

Job description

First American is seeking a seasoned customer service professional to support Specialty Markets clients. You will train customers, analyze needs, and coordinate with offshore operations to ensure high-quality service.

You will influence process improvements, test alpha software, and provide technical support while guiding client engagements and training delivery. Role requires 7+ years in mortgage or insurance support, a Bachelor’s degree or equivalent, and strong communication skills.