Job Details

Description

Are you a seasoned title and escrow professional who enjoys guiding clients and untangling complex transactions?

FirstSource Title is seeking a Customer Support Representative to serve as the trusted first point of contact for consumers and lenders throughout the title insurance and settlement process. In this role, you'll combine in-depth file knowledge with white-glove service, turning questions into clear action steps and delivering an exceptional client experience.

As a Customer Support Representative, you'll manage inbound calls and emails from consumers and lenders, providing thoughtful, accurate solutions with professionalism and care. This is not a traditional customer support role; it requires strong title and escrow expertise, including reviewing files, addressing detailed inquiries, and supporting transactions from open to close. The ideal candidate is proactive, detail-oriented, and driven to exceed service expectations while meeting both individual and team performance goals.

Compensation:

• Base Salary Range: $45,000 - $55,000
• 401(k): 5% company match
• Benefits: Full package included
• 15 days PTO

Responsibilities

• Serve as the first point of contact for consumers and lenders, providing knowledgeable support on title insurance and settlement services.
• Review, interpret, and understand title and escrow files.
• Respond promptly to customer needs, actively listening and offering effective solutions.
• De-escalate concerns with professionalism and negotiation skills.
• Navigate multiple systems while accurately documenting details.
• Manage multiple email inboxes and handle a high volume of calls and emails with efficiency.
• Escalate complex issues to the appropriate manager or department as needed.
• Maintain confidentiality and handle sensitive information with care.
• Consistently deliver white-glove service that builds trust and creates raving fans.

Qualifications

• Prior experience in title and escrow is required-deep knowledge of settlement services processes is essential.
• Strong critical thinking and problem-solving skills.
• Highly detail-oriented with excellent organizational abilities.
• Customer-focused, courteous, and professional in every interaction.
• Thrives in a fast-paced, high-volume environment while maintaining accuracy.
• Strong verbal communication, active listening, and telephone etiquette.
• Clear, professional written communication skills.
• Self-motivated, dependable, and reliable.