Customer Account Specialist

Job Title

Job Description

Establish, build, and maintain mutually beneficial relationships with assigned Specialty Markets clients. Provide full service customer service (from 1st tier/routine to 2nd tier/complex) and focus on complex customer service issues. Analyze customer needs, identify problems, research issues, and recommend solutions.

Essential Functions

Perform trend analysis of issues and market conditions resulting in changes to product, policy and/or processes.

Visit Client sites, visiting clients in their offices. These visits may result in additional sales, but the goal is customer contact, servicing, public relations, training, and retention.

Partner with sales department, providing information and recommendations on customer needs

Provide equipment/hardware/software installation

Provide customer training/product demonstrations. Training involves determining customer needs, customizing and/or creating presentations/information to meet customer needs/applications, training delivery and checking for understanding. Usually travels to customer site to deliver training.

May serve as liaison to offshore customer service operations providing training to entry level customer service clerks, 2nd tier customer service resource; determine/provide significant input to policies and procedures.

Make recommendations to and strongly influences management and other staff on process improvements, product enhancements, and/or software. Keeps management informed of market conditions. May test alpha software/ and make recommendations to manager/programmers on viability from a customer perspective.

May provide technical support. Analysis of customer systems, troubleshoots problems, recommends solutions, coordinates fixes and resolves issues.

May participate in sales function:
Recommend and close sales enhancements/add-ons, Customer sign-ups/set-ups, Qualify customers, provide pricing plan, coordinate contracts, Work with sales person to close the deal, Participate in trade shows

Job Complexities

Assignments are general and less complex in nature and instructions are usually detailed.

Has some latitude for un- reviewed action or decision.

Focus of interaction is at middle manager level.

Supervision Received or Extended

Works under general supervision setting own priorities and objectives.

Ability to independently make decisions up to an authorized amount.

Requests or issues that are above scope of responsibility and approval limits are referred next level underwriter.

No responsibility for the supervision of others.

Knowledge and Skills/Technology Used

Proficient in Microsoft applications (Word, Outlook, Excel, Access, PowerPoint, and Internet Explorer) and demonstrate the ability to learn custom applications (Siebel, SWAN, PTS, and A/R). Excellent verbal and written communication skills.

Typical Education

Bachelor's degree or equivalent combination of education and experience

Typical Range of Experience

3-5 years of directly relevant work experience, mortgage or insurance industry preferred.

Pay Range: $50,800 - $67,725 annually

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.

By 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.