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 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

The Lead Customer Account Specialist will establish, build, and maintain mutually beneficial relationships with assigned clients. Provide full service customer service and focus on complex customer service issues. Will analyze customer needs, identify problems, research issues, and recommend solutions. Are responsible for the overall coordination, implementation, execution, control and completion of specific projects ensuring consistency with departmentstrategy, commitments and goals

Essential Functions

• Visit Client sites, visiting clients in their offices. The goals with these visits are customer contact, servicing, public relations, training, and retention.
• Partner with field and operations department, providing information and recommendations on customer needs
• Provide customer training demonstrations. Training involves determining customer needs, customizing and/or creating presentations/information to meet customer needs/applications, training delivery and checking for understanding.
• May serve as liaison to offshore operations providing training; determine/provide significant input to policies and procedures.
• Make recommendations to and strongly influences management and other staff on process improvements, product enhancements, and/or software. Keeps management informed of market conditions. May test alpha software/ and make recommendations to manager/programmers on viability from a customer perspective.
• May provide technical support. Analysis of customer systems, troubleshoots problems, recommends solutions, coordinates fixes and resolves issues.
• Assignments are broad and highly complex in nature, requiring originality and ingenuity
• Operates with substantial latitude for un-reviewed action or decisions
• Evaluates matters and acts in advisory capacity, making recommendations which may result in failure to achieve goals critical to the intermediate to long term objectives of organization’s business
• Work independently setting own priorities and objectives with supervisory consultation.
• Typically will act in a lead capacity providing mentorship and leadership within assigned area.
• Lead the planning and implementation of project
• Facilitate the definition of project scope, goals and deliverables
• Implement and manage project changes and interventions to achieve project outputs
• Present reports defining project progress, problems and solutions
• Constantly monitor and report on progress of the project to all stakeholders
• Provide direction and support to project team
• Track project deliverables using appropriate tools

Knowledge and Skills/Technology Used

• Proficient in Microsoft applications (Word, Outlook, Excel, Access, PowerPoint, and Internet Explorer) and demonstrate the ability to learn custom applications (Siebel, SWAN, PTS, and A/R). Excellent verbal and written communication skills.
• Experience with mainframe system, Oracle preferred or large ERP
• Demonstrates a conceptual understanding of accounting and finance principals and the ability to apply them to the duties described above
• Excellent verbal and written communication skills.
• Strong analytical skills
• High level of business acumen, strategic agility, ability to exercise sound judgment and independent decision making.
• Ability to diagnose and analyze problems and identify and drive appropriate solutions.
• Experience facilitating meetings with high level cross functional teams.

Typical Education

• Bachelor’s degree or equivalent combination of education and experience

Typical Range of Experience

• 7+ years of directly relevant work experience, mortgage or insurance industry preferred.

Salary Range: $56,880 - $79,000 annually

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

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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.