Company Summary

Join a team that puts its People First! As a member of First American’s family of companies, First American Home Warranty offers a wide range of home warranty products and services to home sellers, buyers and agents. 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 seven 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

Essential Functions

• Answer calls from inquiring homeowners, existing customers, agents, brokers and title/escrow customers.
• Troubleshoot inbound calls from existing customers (as indicated above) and redirect calls to proper departments as required.
• Process Real Estate Applications/contracts.
• Process various contractual changes, such as renewals, new contracts, option ads, drops contract exclusions, cancellations and credit card updates.
• Process auto-renewal preventions.
• Process and send Real Estate invoices as required.
• Process seller’s coverage cancelation/Overcome cancelation requests.
• Verify and update all homeowner contact information and ensure detailed documentation of customer or contact interaction.
• Consistently perform compliant wrap-ups.
• Maintain consistent knowledge of company (FA and Alliance) products, version updates, pricing, promotions and broker agreements.
• Keep abreast of industry, contract coverage and limits, process and procedures.

Job Complexities

• Using established procedures performs assigned tasks. Work is routine and instructions are usually detailed.

Supervision Received or Extended

• No supervision of others

Impact

• Works under close supervision following work procedures and guidelines
• Requests or issue that are not general in nature are referred to Lead or Supervisor

Knowledge and Skills/Technology Used

• Fundamental understanding and some practical experience of all of the facets of the Home warranty sales functions
• Excellent customer service skills.
• Excellent oral, written communication and listening skills.
• Ability to clearly and effectively communicate to both external and internal customers.
• Excellent organizational skills (Multi-tasking, prioritizing and follow up).
• Demonstration of teamwork skills and initiative required.
• Ability to work under pressure and remain flexible to changing schedules and demands.
• Ability to apply common sense, understanding and problem solving.
• Type minimum of 45 words per minute.
• Working knowledge of Windows and Microsoft Office.
• Basic math skills required.
• Knowledge of the real estate or mortgage industry helpful.

Typical Education

• High School Diploma or equivalent

Typical Range of Experience

• 1-3 years inbound call center sales experience.
• Consistently meeting department minimum expectations.

License or Certification


Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal work hours and/or responsibilities from time to time, as needed.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.