Job Details
Who We Are
ServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. 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. 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 nine 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.
What We Do
Analyze mortgage accounts using various computer systems/programs for tracking, information gathering, and/or troubleshooting. This requires basic math calculation skills and the ability to navigate between multiple screens and systems while speaking to customers and notating accounts. Ensure department goals are met regarding call handling and regulatory items.
What You'll Do
- Resolve Customer Inquiries: Speak directly with customers to address and resolve their service calls, queries, and problems.
- Verify Information: Confirm and update contact and account details to ensure all information is accurate.
- Implement Solutions: Analyze customer issues and implement effective corrective actions to meet customer needs.
- Escalate Issues: Escalate complex queries and requests to the Manager and Support Team Representatives for further action.
- Maintain Records: Keep detailed and accurate records by writing clear and concise notes in our systems.
- Investigate Issues: Conduct thorough investigations into a wide range of customer issues and problems, coordinating and monitoring to ensure timely resolutions.
- Billing Assistance: Provide assistance with billing inquiries and coordinate the resolution of billing issues with collections or other relevant departments.
- Cross Selling: Present various products our clients offer.
What You'll Bring- 2+ years of related experience in a Customer Service call center environment.
- Mortgage Servicing or Financial Services experience preferred.
- High School diploma or equivalent required.
Class Start Date: Thursday, August 15Shift: Monday - Friday 11:30am - 8:00pm ET
(10:30am - 7:00pm CT / 9:30am - 6:00pm MT / 8:30am - 5:00pm PT)
One Saturday per month with day off during week (T-Th): 9:00am - 3:00pm ET
(8:00am - 2:00pm CT / 7:00am - 1:00pm MT / 6:00am - Noon PT)
Occasional Mandatory Overtime will be necessary based on call volume.
Note: 4-week training class will be held 9:00am - 6:00pm ET
Salary Range: $15.67 - $26.10 (Hourly)This hiring range is a good faith and reasonable estimate of the salary range of possible compensation at the time of the posting and is subject to change. The actual compensation offered will be determined by various factors, which may include a candidate's education, training, experience, and geographic location.
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.