Come join our team as a Production Support Analyst Associate - Remote based! The Production Support Analyst Associate works in a production environment that specifically deals with escrow related transactions. This position functions as a key contact supporting internal and external clients and is responsible for providing exceptional customer and software support.
What You'll Do
Ensures exceptional customer service for our customers
Maintains email inbox and online chat support by reading, opening/documenting information into tickets and either resolving or escalating to proper person or department.
Multiple platforms used for communication – Outlook, Microsoft Teams, Zendesk
Provides first level accurate and creative solutions to customer issues up to moderate nature to ensure customer productivity and escalates as necessary.
Responds to customer requests within the required SLA; provides follow up when needed
Maintains a current knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers.
May perform additional duties relating to specific First American applications as assigned.
May train / provide guidance to less experienced team members.
What You'll Bring
Comprehensive knowledge of escrow transactions and client operating systems.
Familiarity with MS Office products (Word, Excel, Outlook, Visio, Teams)
Familiarity with supported production support software, environments, and methodology
Zendesk experience is preferred
Excellent communication, problem solving skills and telephone etiquette.
Written, verbal and interpersonal skills in order to communicate with a wide range of internal and external customers in a professional manner.
Ability to organize multiple tasks simultaneously and streamline workflow management.
Detail oriented, error intolerant environment
High School diploma or equivalent
AA/AS degree preferred.
2+ years of escrow related work
2+ years customer service-related work
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 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.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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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).
