Client Billing Dispute Analyst (Remote) - First American Financial Corporation

Who We Are

ServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac is focused 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 of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability. 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 nine 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.

What We Do

The Customer Resolution Specialist is responsible for providing high level customer service and focuses on researching and resolving customer escalations through phone, email and/or written communications. Assess customer complaints. Research and troubleshoot to provide resolution for customer. Determine and coordinate with business area or department needed for closure of complaint or issue. Maintain documentation of escalation and customer contact. Ensures the customer’s voice is heard and that issues are thoroughly researched and addressed. Does not have assigned clients/account management responsibility.

HOW YOU’LL CONTRIBUTE

• Research and respond to a wide range of routine and escalated billing inquiries and complaints from clients.
• Interact via email with clients on all levels of escalation to assess situation, provide acknowledgment, and inquiry status. Includes inbound and outbound emails.  Troubleshoots to provide client resolution.
• Identifies emerging trends and notifies leaders of opportunities.  Regularly provides input to improve processes and procedures to improve the client experience
• Provides written and verbal responses to client inquiries. Comfortable and precise with written communication.  Compose emails to summarize key points from inquiries
• Manage an inventory/pipeline of assigned cases and maintain compliance with critical dates
• Maintain and create logs, records, and files.  Acts as a resource for information.
• May provide training/product demonstrations.  Customize to meet client’s needs/ applications. 
• May be considered a SME for a product or service
• Will need to navigate, coordinate, and follow up with operational divisions for resolutions
• Manage FAI resource who provides a confirmation email to the clients and logs the disputes into a Smartsheet
• Review the disputes to determine if they can research the issue (MSP, Client Billing system, etc.) or if needed to be farmed out to a business unit to research
• Follow-up on the distributed emails to business units to get responses
• Will need to gain concurrence from 1-level up from the responder if SM says client’s dispute is not correct.
• Monitor response periods to meet client-based SLA’s
• Review responses for clarity and explainability
• Craft email responses back to the clients with appropriate documentation
• Maintain relationships and communications with Client Relations Managers and Client Relations Executive
• Daily review the tracking pivot tables for the dispute inventory
• Provide weekly and monthly summary numbers for disputes and their statuses (new, closed, sent to client for approval, etc.)
• Other duties as assigned

WHAT YOU’LL BRING

• High School diploma or equivalent required
• Generally has 7+ years of related experience
• Prior experience supporting client escalations and/or written interactions/complaints in a related field/industry, product, or service
• Requires extensive knowledge of the company’s products and services.
• Excellent organization skills, strong time management, and the ability to meet deadlines
• Strong analytical, research, and advanced problem-solving skills
• Strong client service skills including active listening, adaptability, creativity, conflict resolution, emotional intelligence, collaboration, negotiation, decision making, open-mindedness, persuasion, and critical thinking.
• Strong MS Office skills
• Excellent interpersonal and communication skills (verbal and written)
• Proven ability to research and communicate the research into a client friendly letter and/or communicate the information verbally to the client
• Strong knowledge of computerized data entry system or other relevant applications.
• Diplomatic

COMPLEXITIES & IMPACT

• Calls and issues are non-routine and require deviation from procedures.
• Handles situations which may require adaptation of response or extensive research according to client response.
• Works under minimal supervision
• Follows established company/department guidelines/procedures and regularly makes recommendations to department policies and procedures.
• Errors may be difficult to detect and would normally result in loss of time or client dissatisfaction.

SALARY RANGE - $23.82 - $31.77 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.