Customer Service Representative - JAX

First American • Jacksonville, FL

4d

About The Position

First American (India) is a Global Capability Center of First American Financial Corporation, providing software, back-office, and knowledge-processing operations. ServiceMac provides technology, products, and personalized services for the mortgage and real estate industries.

Customer Service Representatives work in service-related call center or non-call center environments, responding to inquiries from the public, real estate agents and brokers, or other agencies. They typically interact with customers through web-based applications, email, or telephone and use computerized systems to track requests, provide status and information, gather details, and troubleshoot problems. This role supports mortgage servicing customers and does not have assigned clients.

The position pays $20–$22 per hour. The regular schedule is Monday through Friday, 11:00 a.m.–8:00 p.m. ET, with one Saturday rotation every four weeks from 9:00 a.m.–3:00 p.m. ET and a scheduled weekday off Tuesday through Thursday. Occasional mandatory overtime may be required based on business needs and call volume. The three-week training program runs from 9:00 a.m.–6:00 p.m. ET. The listed class start date is January 2027. Employment is contingent on successfully completing 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.
• Successfully complete 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.

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 corrective action according to established procedures and available resources.
• Recognize when additional support is needed and work with managers, support representatives, or other teams to resolve complex requests.
• Enter clear, concise, and thorough notes about customer conversations and actions taken.
• 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.

Benefits

• Medical, dental, and vision coverage, subject to eligibility.
• 401(k), subject to eligibility.
• PTO and paid sick leave, subject to eligibility.
• Employee stock purchase plan, subject to eligibility.
• Other benefits, subject to eligibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED