Company Info

First Title is the UK division of First American Financial Corporation (“FAFC”). First American Financial Corporation is a leading global provider of title insurance and settlement services for residential and commercial real estate transactions. One of our subsidiaries, First Title Insurance plc (FTI) is a leading insurer of risks involving title and related areas of property and property finance and is part of the First Title Group of Companies. FTI have a unique range of policies to help lawyers involved in commercial and residential property transactions resolve both known and unknown title issues and help problem transactions close on time. First Title also provides support services to First European Title Insurance Company Ltd (FETIC) established in Malta in 2018. FETIC is a wholly owned subsidiary of FAFC.

Role Profile

This is a fantastic opportunity to take on an interesting and varied role and to really make it your own. Providing excellent administrative support to the on-line team, you will liaise with clients regarding general on-line support enquiries and resolve queries efficiently and professionally in a timely manner, knowing when to escalate more complex issues. Producing accurate reports and spreadsheets for management along with carrying out general administration tasks to prescribed standards. You will also champion First Title’s on-line system, demonstrating the benefits of the system and providing guidance and encouragement to clients on its use with the aim of increasing and maximising usage.

In addition to supporting efforts to acquire and retain profitable business, including assisting in telephone and email campaigns to convert potential business, you will perform other related support duties such as setting up and auto cancelling cases, dealing with incoming and outgoing post, scanning, photocopying and keeping internal systems up to date.

Job Description

Key Responsibilities

• Liaise with clients regarding general on-line support enquiries and resolve queries efficiently, in a timely manner, escalating issues where necessary
• Promote the benefits of the on-line system and provide guidance to clients on its use
• Work within prescribed objectives and procedures ensuring that all the requirements of department guidelines, service, regulatory and technical standards are met
• Set up new commercial cases using the case management system and allocate as appropriate
• Issue standard information requests on residential and commercial cases
• Deal with incoming and outgoing post, scanning, photocopying and stationery queries
• Update and maintain database data so that systems accurately reflect current position at all times and prioritise current and potential prospects
• Deal effectively and professionally with telephone, email and mail enquiries from internal and external clients, and take actions to ensure that enquiries are handled appropriately and within service standards
• Produce daily, weekly & monthly reports to clients, management and to accounts
• Chase outstanding premiums, deal with payment queries and general account enquiries
• Deal with general client admin e.g. changing passwords and setting up new users
• Carry out proactive welcome calls for new users, arranging and carrying out demos for clients as required
• Assist in telephone and email campaigns and convert potential business
• Model and promote First Title Values in all aspects of your daily work (Integrity, Commitment, Teamwork, Service and Leadership)
• Undertake other reasonable duties as assigned by line manager
• Assist with any ad-hoc work or projects as required by your manager
• Continual development of industry/marketplace knowledge