Customer Resolution Specialist (in office)
ForFutures Financial, Planning, a financial advisory practice of Ameriprise Financial Services LLC, New York, NY, United States
Who We Are
Join a team that puts its People First! First American's Direct division provides comprehensive title insurance protection and professional settlement services for real estate purchases, refinances and equity 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 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 The Customer Resolution Specialist is a key member of the newly established centralized Customer Experience team. This role is responsible for serving as a single point of contact for customer inquiries across multiple products and transaction types. As the organization transitions from product-specific service models to a centralized structure, this position plays an important role in improving responsiveness, consistency, and cross-functional coordination. The representative will triage inquiries, provide direct support when appropriate, cross-sell and upsell where appropriate, and collaborate with internal teams to ensure timely and accurate resolution.
What You’ll Do
Serve as the primary contact for inbound customer inquiries via phone and email
Respond to and resolve inquiries related to:
Order status updates
Billing questions
Questions regarding items reflected on reports
General product or transaction-related matters
Research and investigate issues by coordinating with operations, product, and billing teams
Escalate complex matters appropriately while maintaining ownership of communication
Identify areas of opportunity to cross-sell or upsell a client when they call in based on the context of their questions
Document customer interactions accurately within FAST/Ignite file notes
Provide order forms or direct clients to the website to place orders, and guide them through opening an order online
Verify contact and account information
Proactively follow up with clients to confirm issue resolution and to obtain feedback
Identify trends or recurring issues and provide feedback to leadership
Support the development of standardized workflows and service procedures
Maintain professionalism, confidentiality, and adherence to company policies
What You’ll Bring
Demonstrated positive and professional attitude
Self-starter with the ability to work independently and manage priorities
Strong verbal and written communication skills
Professional phone presence and customer interaction skills
Curious mindset with a willingness to learn multiple products and processes
Solutions-oriented approach to problem solving
Strong organizational skills and attention to detail
Preferred Qualifications
Prior customer service or client-facing experience
Experience working in a multi-product or operational environment
Familiarity with CRM, ticketing, or case management systems
Experience collaborating across cross-functional teams
Title experience a plus
Pay Range: $25.49 - $33.98 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.
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.
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What We Do The Customer Resolution Specialist is a key member of the newly established centralized Customer Experience team. This role is responsible for serving as a single point of contact for customer inquiries across multiple products and transaction types. As the organization transitions from product-specific service models to a centralized structure, this position plays an important role in improving responsiveness, consistency, and cross-functional coordination. The representative will triage inquiries, provide direct support when appropriate, cross-sell and upsell where appropriate, and collaborate with internal teams to ensure timely and accurate resolution.
What You’ll Do
Serve as the primary contact for inbound customer inquiries via phone and email
Respond to and resolve inquiries related to:
Order status updates
Billing questions
Questions regarding items reflected on reports
General product or transaction-related matters
Research and investigate issues by coordinating with operations, product, and billing teams
Escalate complex matters appropriately while maintaining ownership of communication
Identify areas of opportunity to cross-sell or upsell a client when they call in based on the context of their questions
Document customer interactions accurately within FAST/Ignite file notes
Provide order forms or direct clients to the website to place orders, and guide them through opening an order online
Verify contact and account information
Proactively follow up with clients to confirm issue resolution and to obtain feedback
Identify trends or recurring issues and provide feedback to leadership
Support the development of standardized workflows and service procedures
Maintain professionalism, confidentiality, and adherence to company policies
What You’ll Bring
Demonstrated positive and professional attitude
Self-starter with the ability to work independently and manage priorities
Strong verbal and written communication skills
Professional phone presence and customer interaction skills
Curious mindset with a willingness to learn multiple products and processes
Solutions-oriented approach to problem solving
Strong organizational skills and attention to detail
Preferred Qualifications
Prior customer service or client-facing experience
Experience working in a multi-product or operational environment
Familiarity with CRM, ticketing, or case management systems
Experience collaborating across cross-functional teams
Title experience a plus
Pay Range: $25.49 - $33.98 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.
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.
#J-18808-Ljbffr