Agency Operations Coordinator (Remote)

Who We Are 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. What You'll Do: • 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 What You'll Bring: • 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 Pay Range: $22.80 - $30.38 Hourly This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location. • * Note that the following statements only apply to candidates who will be working from an unincorporated area within Los Angeles County. ** First American will consider for employment all qualified applicants, including those with arrest or conviction records, in a manner consistent with the requirements of applicable state and local laws (e.g., the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act). First American intends to conduct a review of an applicant’s criminal history in connection with a conditional offer. First American reasonably believes that a criminal history may have a direct, adverse and negative relationship with the following material job duties for this position potentially resulting in the withdrawal of the conditional offer of employment: handling of confidential, proprietary or trade secret information belonging to First American or its customers, administrating or facilitating financial transactions, and the ability to meet customer-imposed criminal history requirements. What We Offer By 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. Apply tot his job