First American

Recruitment

• Effectively manage and fill/close acquisition requests from area managers
• Assist contractors with basic questions regarding home warranty procedures and policies
• Consistently overcome contractor objections and take every opportunity to partner with perspective contractors
• Make outbound calls to contractors across the U.S. to market and sell the benefits of joining our contractor network
• Setup both physical and digital contractor profiles
• Follow up with all parties necessary to obtain required paperwork including contractors, license boards, and insurance companies
• Assist contractors with first-time billing through First American’s online contractor portal
• Negotiate pricing with contractors within First American guidelines
• Ensure contractor coverage for territories by continually monitoring reports to identify volume and potential contractor hiring needs
• Train all new employees in First American’s procurement processes and procedures
• Track and keep current all state license requirements
• Assist existing contractors with processing company name changes including both physical and digital profiles
• Assist team with verifying all documentation of the contractor hiring package is completed prior to going to the CRM’s for approval
• Research and distribute leads to the team regarding hard to hire areas
• Assist the Manager in streamlining the process flows as well as documentation of Falcon changes and reporting tools
• Work with Marketing Department on creating new ways to market First American to contractors
• Assist the Manager in daily and monthly reporting on production

Trades Contractor Recruiter

Financial Planning and Analysis

• Develop, maintain and deliver monthly and quarterly analyses, reports, and presentations ensuring the accuracy
• Perform a wide range of ad hoc analysis of financial and operational data for trends and variances
• Manage large data sets from disparate sources for data mining, analysis, and research project
• Develop complex financial models for what-if analysis, scenario planning, and M&A activities
• Works collaboratively with team members and other departments

Senior Financial Analyst

Account Executive

• Partner with Client to understand their business model and determine which products and services meet the Client’s needs
• Identifies problems, defines process requirements, researches alternatives
• Establish and document process and workflow for internal teams; coordinate with team members to determine and validate pricing; track and maintain Client specific pricing for products and services
• Ongoing client relationship awareness and continual communications to confirm all SLA’s are being met and to offer additional products and services to meet client needs
• Set performance metrics
• Monitor reporting, track trends, make recommendations to ensure that performance metrics are achieved
• This may include monitoring pipeline reports to ensure that turn times are met and monitoring A/R associated with expense and revenue
• Maintain accurate reporting associated with change management projects to facilitate volume increase or decrease
• Track, document and escalate service level concerns; makes recommendations and drives process improvement
• Facilitate process, procedure, and priority additions or changes
• May be point of contact for Client and Client’s Executive issues revolving around the system or other issues to see through to resolution
• Assist with the creation of SOWs, contracts, billing service and client assessments
• Partner with Sales to prioritize their needs in order to deliver the highest level of customer services to Client’s after onboarding
• Consider implications of work flow and processes
• Understand client expectations from the start of the relationship
• Establish and document process and workflow for support staff and Operations
• Manage process and coordinate with sales team priorities of application, expansion, cancellation and agent maintenance ensuring state and regulatory compliance requirements
• Track and maintain agent specific requests
• Identify trends and make process changes
• Support and monitor onboarding and decommission process
• Ongoing client relationship awareness and continual communications
• Monitor compliance and regulatory issues with the Compliance and legal
• Verify client compliance
• Track, document and escalate service level concerns

Senior Account Executive

Project Manager

• Oversees multiple small to large scale projects.
• Gathers information for project deliverables, plans, schedules, and status reports.
• Coordinates schedules to ensure timely completion of project.
• Assists in creating project plans specifying goals, strategy, staffing, scheduling, identification of risks, contingency plans, budgets, and allocation of available resources.
• Facilitates meetings including preparing agendas and coordinating schedules and materials, documenting meeting minutes, following-up on action items, gathering, organizing and distributing project related documentation.
• Assists in conducting risk monitoring and controls during a project's duration to ensure ability to achieve expected outcomes, on time and on budget.
• May track or monitor project budgets including project cost estimates and forecasting.
• Prepares project status reports and keeps team informed of project status and related issues.
• May be required to perform duties outside of normal work hours based on business needs.

Associate Project Manager

Product Manager

• Help define product strategy with clear, supportable objectives and long-term vision that align with strategic priorities.
• Collaborate with cross-functional teams to ensure product delivery and quality goals are achieved and maintained.
• Craft KPIs, develop a product roadmap, and write user stories/requirements for your areas of ownership.
• Provide input to and develop operational plans; work with Senior Management to ensure that plans are integrated with broader strategies; present project plans and results.
• Engage with internal stakeholders to gather feedback, glean insights, and understand pain points to enhance product offerings.
• Ensure clear and comprehensive documentation, guidelines, and usage examples to facilitate seamless customer integration.

Manager

• Monitors various reporting and remittance requirements, triggers, and regulations to ensure compliance.
• Maintains and enhances procedures and controls to mitigate operational risk.
• Identifies opportunities for process improvement and efficiencies.
• Manages day to day oversight of loan accounting for GNMA/FHLMC and FNMA.
• Ensures efficient operation and team workflow.
• Trains less experienced team members on nuances of investor mortgage accounting/reporting and vendor oversight.
• Researches and resolves issues relating to reporting, remitting and reconciliation.
• Aggregates remittance reports, reconciles custodial accounts and remits calculated funds.
• Oversees vendor reporting and remitting on the company’s mortgage loan servicing portfolio to the investors, reconciles Custodial accounts with medium to high risk/exposure to the Company, including GNMA, FNMA or FHLMC.
• Reviews investor remittance for accuracy and timeliness to avoid penalties.
• Works closely with the Investor Reporting team and default group to ensure processes align with investor guidelines and loan mitigation activity is accurately reported.
• Ensures proper set-up, sales, and release of loans to new customer on a timely basis.
• Establishes and maintains a close working relationship with Government-Sponsored Enterprise (GSE)/Investor representatives to ensure all issues and concerns are resolved in a timely manner.
• Reviews and responds to all audit exam requests, internal, external, investor, regulatory and state.
• Reviews payment applications for compliance with investor and Company guidelines.
• Expedites accurate and timely reporting and remittances for all investors.
• Oversees audit requests for wire transfers to investors, ensuring adequate documentation, error free computations and accurate source and receiver information, including REG AB and USAP reporting and compliance.
• Oversees and performs analysis and reviews on new reporting formats and or proposed changes to reporting requirements.
• Assists in maintaining policies and procedures in accordance with company and Investor Guidelines.

Investor Reporting Manager

Support Engineer

• Provide first-level support for proprietary software applications for First American external customers through phone support and email.
• Assist customers across multiple devices, operating systems, and web browsers with registration, login processes, application navigation, and basic functionality troubleshooting.
• Utilize AI-powered tools to troubleshoot, document, resolve, and appropriately escalate incidents and service requests using IT Service Management (ITSM) tools to ensure timely restoration of customer productivity.
• Create and maintain knowledge base articles and support documentation while contributing to continuous process improvement initiatives.
• Analyze issues of moderate scope, determine appropriate resolutions or escalation paths, and collaborate with senior technicians and cross-functional teams when needed.

Software Support Analyst

• Partner with the product manager to execute roadmap for AP integration, wire transfer and transactional banking capabilities by translating featured priorities into actionable backlog items, technical requirements dependencies and delivery plans aligned with enterprise OKRS, regulatory expectations, security standards, customer connectivity needs and platform strategy.
• Partner with business, operations, compliance, treasury, client-facing teams, and technology stakeholders to understand business goals and client needs.
• Translate business problems and client integration into clear product requirements, user stories, workflows, and acceptance criteria.
• Engages customer and team members in discussion to gather feedback, build understanding, and support delivery goals.
• Communicate delivery progress, risks and tradeoffs to executives, stakeholders, and technical teams.
• Collaborate closely with engineering, product manager, architecture, security, and operations teams to deliver scalable, secure, reliable, and well documented API-based banking capabilities that align with customer integration needs and enterprise platform standards.
• Demonstrate familiarity with REST APIs, API specifications, request and response payloads, authentication, authorization, error handling, status codes, idempotency, versioning, and integration dependencies.
• Help prioritize enhancements that improve transaction visibility, processing accuracy, resiliency, compliance, and customer experience.
• Create, maintain, prioritize, and refine the product backlog, including features, user stories, defects, technical enablers, production issues, and technical debt.
• Decompose features items into actionable user stories with clear, testable acceptance criteria.
• Ensure sprint goals are clearly defined and aligned with business and technical priorities.
• Own feature delivery from discovery through requirements, development, testing, acceptance, release, production validation, and post-release feedback.
• Gather feedback from API consumers, implementation teams, support teams, and business stakeholders to continuously improve API usability and product capability.
• Monitor vendors release calendars, technical changes, release notes, enhancements, defects, and new platform capabilities.

Product Owner

Artificial Intelligence

• Create, manage, and support custom GPTs and other AI-powered tools to enhance operational efficiency and drive business initiatives
• Partner cross-functionally with Operations, Sales, Finance, and Technology teams to identify AI opportunities and support implementation efforts
• Document AI initiatives, including use cases, requirements, and outcomes, ensuring clear communication across stakeholders
• Define and track measurable business value for AI initiatives, including performance metrics and ROI
• Develop clear and concise summaries and updates on AI initiatives for internal stakeholders and leadership
• Support the development, definition, and ongoing maintenance of the Lender Division AI engagement strategy
• Communicate AI strategy, progress, and outcomes effectively across teams to ensure alignment and adoption
• Stay informed on emerging AI trends, tools, and best practices to continuously improve internal capabilities