Who We Are

We are Mother Lode Holding Company. We are a family! We like to throw a big party. We like to laugh out loud and have loads of fun. We encourage growth within our company. We are proud of the fact that our employees & leaders are passionate about taking care of their customers and in supporting each other. We take care of our people. We don’t just tell our folks how much we appreciate them, we show them. Each and every day.

What We Do

Provides first-level support to title and escrow employees by responding to questions, troubleshooting business process issues, and assisting with title and escrow-related applications and workflows. Serves as a key point of contact for users, helping resolve operational issues, documenting requests, and escalating complex matters when necessary. Leverages title and escrow knowledge to support end users, identify solutions, and ensure timely resolution of inquiries.

HOW YOU’LL CONTRIBUTE

• Answers first-level calls and requests submitted to the Service Desk.
• Provides initial support for business applications, processes, and workflows.
• Troubleshoots and resolves common user issues and escalates tickets as appropriate.
• Tracks calls, incidents, and requests through the ticket management system.
• Consults knowledge resources and established procedures to identify and communicate effective solutions.
• Works closely with all divisions in the company to ensure timely resolution of technical and operational concerns.
• Assists users with questions related to title and escrow software, general technical challenges, processes, systems, and best practices.
• Creates and maintains technical reference guides to assist users with company systems, products, and support procedures.
• Other duties as assigned.

WHAT YOU’LL BRING

Required Education, Experience, Certification/Licensure

• High school diploma or equivalent required.
• Minimum of 1 year of experience in the title or finance industry.
• Experience working as a Title Assistant, Escrow Assistant, Title Officer, Escrow Officer, or in a similar title and escrow support role preferred.
• Experience providing customer service and resolving inquiries in a fast-paced environment.
• Familiarity with title and escrow processes, terminology, documents, and transaction workflows.
• Demonstrated ability to learn and support business applications, software tools, and technology platforms.
• Comfortable troubleshooting basic system, application, and user access issues and guiding users through solutions.

KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)

• Working knowledge of title and escrow operations and related business processes.
• Strong customer service orientation with a commitment to delivering a positive user experience.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Ability to quickly learn new software applications, business systems, and support procedures.
• Comfortable using and supporting desktop applications, web-based systems, telephony platforms, and other business technologies.
• Ability to document issues accurately, follow established procedures, and escalate issues appropriately.
• General understanding of computer systems, networks, remote access tools, and common business software.
• Strong organizational skills and attention to detail.
• Ability to prioritize multiple requests and work effectively in a team environment.
• Proficiency with Microsoft Office applications and general business software.

Pay Range: $20.31 - $27.09 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.

First American will consider for employment all qualified applicants, including those with arrest or conviction records, in a manner consistent with the requirements of applicable state and local laws (e.g., the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act).

First American intends to conduct a review of an applicant’s criminal history in connection with a conditional offer. First American reasonably believes that a criminal history may have a direct, adverse and negative relationship with the following material job duties for this position potentially resulting in the withdrawal of the conditional offer of employment: handling of confidential, proprietary or trade secret information belonging to First American or its customers, administrating or facilitating financial transactions, and the ability to meet customer-imposed criminal history requirements.

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 is inclusive for all employees - not just because it's the right thing to do, but 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.