Agency Operations Coordinator (Remote)

First American • Pittsburgh, PA

3d • $23 - $30 • Remote

About The Position

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 ten 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. What We Do This role supports sales by resolving agent policy remittance payments, invoice corrections, and other issues. Assigned to an Agency region, acts as a liaison between operations and FSC staff to gather information, determine root cause, and resolve orders. Track trends and provide input to processes to reduce incidents of unbooked orders and increase efficiencies. Drive standardized agent behavior by training sales reps and agents on procedures, processes, and technology enhancements. Actively drive communication and change management.

Requirements

• High School diploma or equivalent
• Some college preferred.
• 3-5 years of relevant experience in a sales support function and applicable state title experience
• Standard MS skill set
• Strong customer service orientation
• Basic math skills
• Analytical skills to resolve problems and determine root cause
• Familiar with the title process and knowledge of local title practices
• Knowledge of First American’s accounting processes.
• Knowledge of industry production systems to assist agents with policy remittances

Responsibilities

• Determine root cause and resolve a variety of agent remittance issues.
• Investigate to determine if the problem is due to incomplete policy information, CPL issues, endorsement problems, is system related, etc.
• Reasons for unbooked orders vary and may require investigation to determine root cause.
• Resolve problems with booked orders or cash applications such as adjustment or refund requests, incorrect cash amounts applied or applied to an incorrect file, problems with ePay, AgentNet Set-up and Maintenance Requests, etc.
• Implement standardized accounting processes.
• Collaborate with OAM to optimize agent onboarding.
• Work with Technology Consultant to learn new enhancements, integrations, fixes, etc.
• May assist with User Acceptance Testing (UAT)/ of eReport/ePay related enhancements.
• Provide continued support to agents
• Track trends and make recommendations on processes, training materials, and technology enhancements.
• Other duties as assigned

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees