Acts as the primary interface between the company and Client, post Sales. Focused on building and maintaining strong relationships with the client, operations and sales. Identifies potential business opportunities. Works with client management, sales and operations to prioritize and integrate those opportunities into the account plan.
Establish and facilitate weekly/monthly/quarterly calls to review current volume, anticipated volume increases, service levels, process changes, new or on-going service issues and service successes.
Request items for discussion and deliver documented agenda a day prior to scheduled call
Maintain documentation that outlines the client’s organization, interaction history and customized process changes; modifications, enhancements and/or deletions.
Travel to client locations for onsite client visits monthly. Accompany sales and operations as needed.
Meet with client associates for a firsthand look at their daily operation and document any variances in process. Review those differences with Operations and Sales; updating the written Workflow accordingly.
Identify potential needs or process improvements that might enhance the client experience and improve overall performance.
Identifies and schedules reports that track all aspects of client business
Create an Action Plan and document recurring or unresolved service issues as reported by clients. Review internally with operations, update plan and customers accordingly. Responsible to follow up on late and/or incomplete items
Document any written or verbal concerns shared by a client in Salesforce and notify appropriate teams. Provide updates as requested by the client. (frequency may vary)
Meet with the Client, Sales and Operations as a catalyst to understand the needs and expectations for any new business.
Partner with Operations to conduct system and workflow testing and provide sign off of the Set Up along with the Sr. Operations Manager
Monitor reports to ensure all processes and workflows are accurate.
Partner with Marketing/Training team to create or update training material for new client or new system, product or process and coordinate, schedule and facilitate training as needed for client and/or Operations team.
Schedule client specific reports and system notifications as needed. Review with the client to ensure they understand the information being provided. Modifications and frequency of data will be made as deemed necessary by the client.
Prepare a weekly summary of prominent issues, including root cause and resolution. The summary will also include items that are still pending resolution with an ETA for completion.
Work with IT and Operations to identify potential technology improvements. Assist with the review and testing of system enhancements to determine if the desired functionality is present
Special projects
Estimated travel requirement of 30%
Knowledge and Skills/Technology Used
Must possess thorough knowledge of company’s business unit being represented.
Excellent written and verbal communication skills required.
Demonstrated ability to effectively manage priorities as well as effective time management.
Strong knowledge of MS Office applications and title/escrow related software to create/update documents and spreadsheets containing formulas and formatting.
Knowledge of required tools to query and manipulate data in varying file formats.
Ability to speak effectively before groups of Clients or employees of organization
Strong attention to detail
Strong Client service skills
Tenacity for solving detailed issues
Self-disciplined
Good judgment
In-depth understanding of company requirements
Typical Education
High School Diploma required
Bachelor's Degree preferred
Typical Range of Experience
Typically requires 5+ years of related industry experience with a minimum of 1 year in a Client Relations Manager role.
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 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.
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).
