AML Compliance Manager
Western UnionLead Western Union’s law enforcement partnerships, intelligence sharing, and subpoena operations while strengthening financial crime controls. This hybrid role is based in Atlanta.
Open
Founded in 1889, First American is a real estate and financial services company supporting homebuyers, sellers, businesses, and investors through products and services designed for the property market. With more than 20,000 employees and over 700 offices worldwide, the company has grown into a $9 billion organization serving a broad range of real estate needs. First American’s work brings together industry expertise, technology, innovation, and community involvement, with a stated focus on employee engagement and workplace culture. Its careers profile is relevant to professionals interested in contributing to technology-enabled transformation across real estate and finance.
Customer Resolution Specialist at First American — South Carolina Remote
Handle mortgage-servicing escalations for ServiceMac by investigating complaints, coordinating resolutions, and communicating with customers through phone, email, and written correspondence.
Description
- Investigate and address escalated customer questions and complaints
- Handle routine information and research requests
- Support customers at every escalation stage through inbound and outbound calls
- Diagnose issues and deliver appropriate customer resolutions
- Spot developing trends and escalate them to leadership
- Answer customer inquiries verbally and in writing
- Draft letters and emails that capture the key details of each inquiry
- Track assigned cases through the pipeline while meeting critical deadlines
- Maintain accurate logs, records, and case files
- Serve as an internal source of information
- Complete customer setup, onboarding, and installation activities when required
- Order and install required equipment, then verify that customer needs are satisfied
- Deliver training and product demonstrations as needed
- Work with relevant business teams and departments to resolve complaints and close issues
- Keep complete records of escalations and customer interactions
- Take on additional duties as assigned
Requirements
- A high school diploma or equivalent is required
- At least five years of related experience is generally expected
- Experience handling customer escalations and written inquiries or complaints in a related field, industry, product, or service
- In-depth knowledge of the company’s products and services
- Highly organized, with strong time management and deadline-management skills
- Strong investigative and problem-solving abilities
- Customer service capabilities including active listening, adaptability, creativity, conflict resolution, collaboration, negotiation, decision-making, open-mindedness, persuasion, and critical thinking
- Proficiency with Microsoft Office
- Strong verbal, written, interpersonal, and communication skills
- Ability to investigate issues and explain findings clearly in customer-focused letters or conversations
- Strong familiarity with computerized data-entry systems or comparable applications
- Must successfully complete background, credit, and drug screenings where allowed by applicable law
Benefits
- Medical coverage
- Dental coverage
- Vision coverage
- 401(k) retirement plan
- Paid time off and sick leave
- Employee stock purchase program
- Inclusive, people-centered workplace culture
- Equal opportunity employment
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