Customer Resolution Specialist

Who We AreFirst American (India) is a GCC (Global Capability Center) of the First American Financial Corporation (NYSE: FAF) family of companies. FAI is a proud member of the FORTUNE 500 companies and has been amongst the Fortune 100 Best Companies to Work For® list for eight consecutive years. First American Financial Corporation provides comprehensive title insurance, closing/settlement, property data and technology solutions. First American (India) creates quality solutions for its customers by combining software, back office, and knowledge processing operations to fulfill First American's business requirements. Our priorities are our employees, customers, and shareholders - in that order. First American (India) has been ranked amongst India's Best Companies To Work For™ 2023: Listed amongst the Top 100 by Great Place To Work® India, FAI is also certified Best Workplaces for Women and Workplace with Inclusive Practices. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability.

What We DoThe Customer Resolution Specialist is responsible for providing high level customer service and focuses on researching and resolving customer escalations through phone, email and/or written communications. Assess customer complaints. Research and troubleshoot to provide resolution for customer. Determine and coordinate with business area or department needed for closure of complaint or issue. Maintain documentation of escalation and customer contact. Ensures the customer’s voice is heard and that issues are thoroughly researched and addressed. Does not have assigned clients/account management responsibility.

HOW YOU’LL CONTRIBUTE

• Point of escalation.  Research and respond to escalated inquiries and complaints from customers. Also responds to standard requests for information or research
• Interact with customers on all levels of escalation to provide acknowledgment and inquiry status. Includes inbound and outbound calls.  Troubleshoots to provide customer resolution.
• Identifies emerging trends and notifies leaders
• Provides written and verbal responses to customer inquiries. Comfortable and precise with written communication.  Compose letters and emails to summarize key points from inquiries
• Manage an inventory/pipeline of assigned cases and maintain compliance with critical dates
• Maintain and create logs, records, and files.  Acts as a resource for information.
• May perform customer setup, onboarding, and installations.  Order and install necessary equipment.  Test to make sure customer needs are met.
• May provide training/product demonstrations.  Customize to meet customer’s needs/ applications. 
• Other duties as assigned

WHAT YOU’LL BRING

Required Education, Experience, Certification/Licensure

• High School diploma or equivalent required
• Generally has 5+ years of related experience
• Prior experience supporting customer escalations and/or written interactions/complaints in a related field / industry, product, or service

KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)

• Requires extensive knowledge of the company’s products and services.
• Excellent organization skills, strong time management, and the ability to meet deadlines
• Strong research, and problem-solving skills
• Customer Service skills including active listening, adaptability, creativity, conflict resolution, collaboration, negotiation, decision making, open-mindedness, persuasion, and critical thinking.
• Strong MS Office skills
• Excellent interpersonal and communication skills (verbal and written)
• Proven ability to research and communicate the research into a customer friendly letter and/or communicate the information verbally to the customer
• Strong knowledge of computerized data entry system or other relevant applications.
• Diplomatic

COMPLEXITIES & IMPACT

• Issues are typically non-routine and require deviation from standard screens, scripts, and procedures.
• Handles situations which may require adaptation of response or extensive research according to customer response.
• Works under general supervision
• Follows established company/department guidelines/procedures and regularly makes recommendations to department policies and procedures.
• Errors may be difficult to detect and would normally result in loss of time or customer dissatisfaction.

SUPERVISION RECEIVED OR EXTENDED

• No responsibility for the supervision of others

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.

What We OfferBy choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it’s the right thing to do, but also because it’s the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.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.