Associate Account Manager; Onsite

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Join 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.

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Manages an assigned portfolio of established First Funding 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, First Funding 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.

• Manage an assigned portfolio of established First Funding 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 First Funding 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

• 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…