Customer Service Specialist; remote

Overview

United States, South Carolina, Fort Mill

Mar 10, 2026

First American (India) is a GCC (Global Capability Center) of the First American Financial Corporation (NYSE: FAF) family of companies. FAI is a proud member of the Fortune 500 and has been among the Fortune 100 Best Companies to Work For for eight consecutive years. First American Financial Corporation provides comprehensive title insurance, closing/settlement, property data and technology solutions. First American (India) creates quality solutions by combining software, back office, and knowledge processing operations to fulfill First American's business requirements.

Our priorities are our employees, customers, and shareholders - in that order. First American (India) has been ranked among India s Best Companies To Work For 2023: listed among the Top 100 by Great Place To Work India. FAI is also certified Best Workplaces for Women and Workplace with Inclusive Practices. Service Mac focuses on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support.

Through continuous innovation and acquisition, our offerings comprise personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability.

What We Do:

Customer Service Representatives may be found in service-related call center or non-call center environments. Employees perform a host of customer service duties such as receiving inquiries and requests from the general public, real estate agents/brokers or other agencies. The type of request is influenced by the business segment. For example, escrow branches will manage escrow-related calls, insurance businesses may receive policy or claims related inquiries, and other groups may receive technical-related questions.

Interface with customers typically by web-based application, email, or telephone to address queries/problems. Use computerized systems for tracking, providing status, information gathering, and/or troubleshooting. These jobs are generic for broad applicability across the organization and do not have assigned clients.

• Interfaces with customers to resolve 1st and 2nd tier/escalation customer service calls/queries/problems.
• Verifies contacts and account information.
• Examines customer problems and implements appropriate corrective action to respond to customer requests.
• Escalates queries/requests for action as appropriate to Supervisor and/or appropriate party/field locations for immediate action.
• Maintains and creates logs, reports, records, and files.
• Investigates, coordinates, and tracks a wide range of customer issues and problems.
• Makes proactive calls to determine accounts requiring close attention, identifies problems and works through to resolution.
• May interface with offshore call center to answer questions on process or specialized situations.
• May prepare customer billings, answer questions about billing, and coordinate resolution of billing issues with collections and/or other departments.
• May do order fulfillment. Receive orders, reconcile information, update systems, and follow up with customers.
• Other duties as assigned

Required Education, Experience, Certification/Licensure

• High School diploma or equivalent required
• Generally, has 2+ years of generally related customer service experience
• General knowledge of assigned area s products and customer service activities.
• Proficient MS Office skills
• Must be able to navigate a computerized data entry system or other relevant applications.
• Strong verbal and written skills
• Customer Service skill including adaptability, attention to detail, patience, and problem solving.

Pay Range: $16.07 - $21.41 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.