Job Overview
Location
8 Locations
Job Type
Full-time
Category
Customer Support
Date Posted
March 19, 2026
Full Job Description
đź“‹ Description
- • As an Associate Production Support Analyst at First American Financial Corporation, you will serve as a vital link in ensuring seamless escrow-related transaction support for internal and external clients, directly contributing to customer satisfaction and operational reliability in a mission-critical financial services environment.
- • Your role will be instrumental in maintaining high standards of service delivery by resolving technical and procedural issues promptly, thereby supporting the company’s reputation as a trusted leader in title insurance and settlement services.
- • Day to day, you will ensure exceptional customer service by responding to inquiries via email, Microsoft Teams, and Zendesk within established SLAs, documenting interactions accurately, and providing timely follow-up to confirm resolution.
- • You will maintain and manage your email inbox and online chat support channels by reading, opening, and documenting customer information into support tickets, resolving issues when possible or escalating to the appropriate team or department based on severity and complexity.
- • You will utilize multiple communication platforms including Outlook, Microsoft Teams, and Zendesk to interact with customers and internal stakeholders, ensuring consistent and professional communication across all touchpoints.
- • You will provide first-level accurate and creative solutions to customer issues of moderate complexity, leveraging your knowledge of escrow processes and supported software environments to restore productivity and minimize disruption.
- • You will maintain current knowledge of relevant products, including both software and hardware systems, as well as support policies and procedures, to ensure that your guidance and troubleshooting are accurate, up-to-date, and aligned with company standards.
- • You may perform additional duties related to specific First American applications as assigned, adapting to evolving business needs and supporting special projects or system updates.
- • You may also train and provide guidance to less experienced team members, helping to build bench strength and promote knowledge sharing within the support team.
- • You will work within a people-first culture that values diversity, equity, and inclusion, where your contributions are recognized and your professional growth is supported through access to learning resources and internal mobility opportunities.
- • In this role, you will develop deep expertise in escrow transaction workflows, enterprise support tools, and customer service excellence—skills that are highly transferable and valuable for advancement into senior support, analyst, or operations roles within the organization.
🎯 Requirements
- • Comprehensive knowledge of escrow transactions and client operating systems
- • 2+ years of escrow-related work experience
- • 2+ years of customer service-related work experience
- • Familiarity with MS Office products (Word, Excel, Outlook, Visio, Teams)
- • Zendesk experience is preferred
- • High School diploma or equivalent; AA/AS degree preferred
🏖️ Benefits
- • Comprehensive benefits package including medical, dental, and vision insurance
- • 401(k) retirement plan with company match
- • Paid time off (PTO) and paid sick leave
- • Employee stock purchase plan
- • Inclusive, people-first culture recognized on Fortune 100 Best Companies to Work For® list for ten consecutive years
- • Remote work flexibility with structured 8am–5pm PST schedule
Skills & Technologies
About First American Financial Corporation
First American Financial Corporation provides title insurance, settlement services, and risk solutions for real estate transactions in the United States and abroad. The company offers title insurance policies, escrow and closing services, tax monitoring, home warranty products, and data and analytics for lenders, servicers, investors, and government-sponsored enterprises. Its segments include title insurance and services, specialty insurance, and corporate operations. Founded in 1889 and headquartered in Santa Ana, California, First American supports residential and commercial property transactions through a network of agents and direct operations.
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