The Role
Manage a portfolio of established customer accounts as the primary day-to-day contact. Proactively monitor account activity, conduct check-ins, coordinate with internal teams to resolve issues, identify growth and cross-sell opportunities, maintain CRM records, and support Account Executives on escalations and strategic engagements.
Summary Generated by Built In
Who We AreJoin a team that puts its People First! As member of First American's family of companies, Mortgage Solutions provides lenders with solutions to originate, close and service quality loans. 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 eleven 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 DoManages an assigned portfolio of established FirstFunding customer relationships to support customer retention, relationship health, and long-term account growth. Serves as the primary day-to-day relationship contact and provides proactive communication, monitors customer activity and engagement, and coordinates with internal partners to address customer needs and deliver a consistent customer experience. The role sits within the Sales organization and works closely with Account Executives, Customer Service, Credit Risk, Operations, and other First American partners. Identifies potential relationship concerns, FirstFunding growth opportunities, and First American cross-sell opportunities and escalates them to the appropriate Account Executive, sales leader, or affiliate partner. While the position supports customer service, product education, and issue coordination, its primary focus is proactive relationship management and portfolio engagement.
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.
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 is inclusive for all employees - not just because it's the right thing to do, but 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.
What You’ll Do
- Manage an assigned portfolio of established FirstFunding customer accounts
- Serve as the primary day-to-day relationship contact for assigned customers
- Conduct proactive customer check-ins to understand satisfaction, business needs, production activity, and potential concerns
- Monitor account activity and identify customers that are declining, inactive, at risk, or in need of additional support
- Coordinate with Customer Service, Credit Risk, Operations, Sales, and other internal partners to help resolve customer questions and relationship concerns
- Develop a strong working knowledge of FirstFunding products, platform capabilities, and customer workflows and coordinate customer training or implementation support when needed
- Identify potential account-growth opportunities and bring qualified opportunities to the appropriate Account Executive or sales leader
- Identify potential First American cross-sell opportunities and help coordinate warm introductions to the appropriate affiliate partner
- Maintain accurate account notes, relationship history, contact information, follow-up items, and customer status in the designated CRM or tracking system
- Support periodic portfolio reviews and customer classification based on activity, relationship health, growth potential, and customer needs
- Partner with Account Executives on strategic re-engagement, material growth opportunities, escalations, and more complex customer matters
- May provide support to senior Account Managers or Account Executives as business needs require
What You’ll Bring
- Bachelor’s degree or equivalent combination of education and relevant experience
- 0-2 years of experience in customer service, sales support, account management, mortgage, title, lending, real estate, banking, or financial services
- Strong customer service and relationship-building orientation
- Excellent verbal and written communication skills
- Strong organizational skills, attention to detail, and consistent follow-through
- Ability to manage multiple customer relationships and competing priorities
- Comfort conducting proactive outbound customer calls and relationship check-ins
- Ability to document customer interactions accurately in CRM or other customer-management systems
- Sound problem-solving skills and the ability to coordinate solutions across internal teams
- Positive attitude, curiosity, coachability, and interest in developing a career in relationship management or sales
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.
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 is inclusive for all employees - not just because it's the right thing to do, but 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.
Skills Required
- Bachelor's degree or equivalent combination of education and relevant experience
- 0-2 years of experience in customer service, sales support, account management, mortgage, title, lending, real estate, banking, or financial services
- Strong customer service and relationship-building orientation
- Excellent verbal and written communication skills
- Strong organizational skills, attention to detail, and consistent follow-through
- Ability to manage multiple customer relationships and competing priorities
- Comfort conducting proactive outbound customer calls and relationship check-ins
- Ability to document customer interactions accurately in CRM or other customer-management systems
- Sound problem-solving skills and ability to coordinate solutions across internal teams
- Positive attitude, curiosity, coachability, and interest in developing a career in relationship management or sales
First American Title Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about First American Title and has not been reviewed or approved by First American Title.
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Healthcare Strength — Health coverage includes medical, dental, vision, telehealth, and healthcare advocacy services, and is often described as a strong point. Low‑cost options in some cases help overall compensation feel more reasonable.
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Retirement Support — A 401(k) savings plan with a company match is part of the package. This retirement support is highlighted as helping to offset base‑pay concerns in several roles.
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Equity Value & Accessibility — An employee stock purchase plan is available and viewed favorably. Access to discounted equity contributes to the perceived competitiveness of total rewards.
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The Company
What We Do
First American provides financial services through its Title Insurance and Services segment and its Specialty Insurance segment. The First American Family of Companies’ core business lines include title insurance and closing/settlement services; title plant management services; title and other real property records and images; valuation products and services; home warranty products; property and casualty insurance; and banking, trust, and investment advisory services. First American Title Insurance Company provides comprehensive title insurance protection and professional settlement services for homebuyers and sellers, real estate agents and brokers, mortgage lenders, commercial property professionals, homebuilders and developers, title agencies and legal professionals to facilitate real estate purchases, construction, refinances or equity loans. First American's thorough title searches, title clearance and title insurance policies help to produce clear property titles and enable the efficient transfer of real estate. As one of the largest title insurance companies in the nation, First American offers title insurance and settlement services through its direct operations and an extensive network of agents throughout the United States and internationally. First American Title Insurance Company traces its history to 1889 and is the largest subsidiary of First American Financial Corporation (NYSE: FAF).
