Customer Service Representative - JAX

First American•Jacksonville, FL

5d•$20 - $22

About The Position

First American (India) is a Global Capability Center within the First American Financial Corporation family of companies. ServiceMac provides technology, products, and services for the mortgage and real estate industries, supported by personalized service. Customer Service Representatives work in call center or non-call center environments and handle inquiries from members of the public, real estate agents and brokers, or other agencies. They interact with customers through web-based applications, email, or telephone and use computerized systems to track requests, provide information, gather details, and troubleshoot problems. These roles support broad organizational needs and do not have assigned clients. The representative will assist customers with mortgage account questions and concerns, research accounts across multiple systems, update customer information, and document interactions. The role also involves resolving billing questions, coordinating with internal teams, escalating complex issues, and introducing relevant client products or services when appropriate. Representatives are expected to meet call-handling, quality, productivity, and regulatory requirements. The regular schedule is Monday through Friday, 11:00 a.m. to 8:00 p.m. ET, with one Saturday rotation every four weeks from 9:00 a.m. to 3:00 p.m. ET and a scheduled weekday off Tuesday through Thursday during the rotation. Occasional mandatory overtime may be required based on business needs and call volume. A three-week training program runs from 9:00 a.m. to 6:00 p.m. ET. The listed hiring range is $20–$22 per hour. Selected candidates must successfully complete a background check and credit check where permitted by law.

Requirements

At least 1 year of related experience in a call center or customer service environment.
High school diploma or equivalent.
Strong customer service and communication skills.
Ability to navigate multiple computer systems and screens 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 customer concerns, and determine appropriate next steps.
Successful completion of a background check and credit check as a condition of employment, where permitted by applicable law.

Nice To Haves

Mortgage servicing, financial services, or other related industry experience preferred.

Responsibilities

Speak with customers to understand their needs, answer questions, troubleshoot account concerns, and provide timely resolutions.
Review mortgage account information across multiple systems to investigate questions, identify issues, and determine appropriate solutions.
Verify and update customer contact and account information to maintain accurate records.
Evaluate customer concerns and take appropriate corrective action based on established procedures and available resources.
Identify when additional support is needed and partner with managers, support representatives, or other teams to resolve complex requests.
Document customer conversations and actions taken with clear, concise, and thorough account notes.
Research customer concerns and coordinate with internal teams to help ensure accurate and timely resolution.
Assist customers with billing questions and coordinate with Collections or other appropriate departments as needed.
Introduce customers to relevant products and services offered by clients when appropriate.
Meet established call-handling, quality, productivity, and regulatory requirements while providing a consistent customer experience.