Sr. Tax/Customer Service Researcher (Remote) - First American Financial Corporation

Who We Are

Join a team that puts its People First! As a member of First American’s family of companies, Data & Analytics is a national provider of property-centric information, analytics, risk management and valuation solutions. First American maintains and curates the industry’s largest property and ownership dataset with over 7 billion document images. Our major platforms and products include: DataTree®, FraudGuard®, RegsData™, TaxSource™ and ACI®. The First American Data & Analytics division boasts more than 20 patents and remains at the forefront of innovation - leveraging technology and data to deliver best-in-class decisioning solutions. Fueled by our industry-leading data and using our technology and proprietary process, our solutions provide lenders, real estate and title companies with actionable insights - enabling them to make better, increasingly automated, decisions. With offices in all major metropolitan areas, including California and New York, DNA teams work collaboratively from across the country. Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. 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. For more information, please visit www.careers.firstam.com.

What We Do

As a Senior Data Manufacturing Analyst, you will act as primary escalation point for customer service and property tax inquiries. The senior data manufacturing analyst primary responsibilities will include research of current state and delinquent property tax. Handle priority customers effectively, with confidence, and de-escalate when necessary. To excel in this role, candidate should showcase an unwavering positive attitude, communicate with clarity and ease in every interaction. Join our dynamic team and be a part of a company committed to innovation and excellence.

Key Responsibilities

• Provides exceptional customer service to customers over the phone, email and Salesforce to help customers experience.

• Perform daily operations responsibilities including online public record and phone research of property taxes and/or assessments/fees.
• Oversee day to day operations in a fast-paced production environment that services, supports, and mitigates risk for property tax.
• Lead and participate in meetings, providing advice and guidance on the direction of product and processes.
• Collaborate with customers, team members, and vendors to ensure a solid and well-rounded understanding of products and development needs.
• Collect and interpret public record data relating to property tax.
• Respond and follow up on property tax payment status or property tax liens.
• Coordinates communication with onshore/offshore vendors.
• Document and resolve mid to high level escalations.
• Ability to express ideas both verbally and in written form in a clear, concise, and professional manner.

Job Complexities & Impact

• Works independently for most aspects of the job.
• Typically exercises judgment within defined policies and procedures over a broad area.
• Ability to multitask, prioritize, and respond quickly in a fast-paced environment.

Supervision Received or Extended

       •     No formal supervisory responsibility of direct reports but will own the process and act as resource to less experienced team members.

Knowledge and Skills/Technology Used

• Extensive customer service experience
• Strong leadership
• Internet savvy Experience with public information on the internet / Strong computer skills with working knowledge of public record information
• Strong Excel skill set
• Strong investigative, research, and problem-solving skills
• Verbal and written communication skills
• Detail oriented with a moderate degree of technical aptitude
• Talent for quickly learning new tasks
• Proactive team player and process improvement focused
• Ability to manage multiple tasks and respond quickly to emergent problems
• Knowledge of industry terminology
• Able to read and decipher legal descriptions

Typical Education

• High School diploma or equivalent

Typical Range of Experience

• Ideal candidate would have knowledge of HOA, legal description, subdivision, fees, management companies. Has broad geographic knowledge of Texas state practices and property tax requirements.
• Typically requires 5+ years directly related experience and a demonstrated mastery of resources, skills and knowledge.

Pay Range: $51,465 - $89,535 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.  

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.