Agency Admin Mgr

Job Status: Full Time, Employee Additional Pay: Commensurate with Experience Category: Administrative/Clerical Req'd Education: Unspecified Req'd Experience: Less than 1 Year Reference Code: 12954BR   |   Email This Job   |   Company Jobs Based in Santa Ana, California, First American is the nation’s largest provider of business information. While much of our data is real estate oriented, we serve an array of industries and consumers with information that supports the major economic events of people’s lives, such as getting a job, buying or renting a home, purchasing a car, securing a mortgage, and buying or building a business. Tracing our history to 1889, The First American Corporation (NYSE: FAF) is a FORTUNE 500® company with revenues of more than $8 billion and offices throughout the United States and abroad. For more information about our family of companies, please visit www.firstam.com. Job Description Job Summary: Supervise team of Systems Administrator(s) and Agency Administrator(s), providing user account administration in software systems used to support the agency operations of the business unit, train and support the Agency business operations on Standard Operating Procedures, limited contact with external customers (title agents), and meet expectations highlighted in a Service Level Agreement (SLA).The primary responsibilities and duties of this job include:? Supervision of department in daily workflow and assignments, as well as provide training and coaching. Handle all escalated requests that require advanced planning or analysis.? Agency Systems User Administration. Responsible for the orderly and complete user maintenance in Agency Software Systems including STARS, EagleCentral, AgentNet, SOAR, ClosingProtection.com and any other system as may be developed or used in support of Agency Business.?Follow all Standard Operating Procedures and Training related to all Agency Software Systems and Procedures.? Communicate with the STARS Remittance Center Administrator to coordinate relevent activities and dependencies.?Provide input to Management regarding enhancements to the Agency Software Systems, Reports and Processes.?Incident Management. Manage incoming requests for systems incident resolution by TechExcel Ticketing, email or phone.?Manage and/or complete tickets and requests for all Agency Systems and Services,?Provide a monthly scorecard report on ticket resolution to management, ?Work with the Forms Supplier to print, ship and warehouse forms created by States, and?Create and manage a customer survey process to survey internal customers and provide results to management.?Training. Provide training to Agency Employees on Agency Software Systems and Processes.?Manage to the Service Level Agreement (SLA). The detailed services offered by the Administration Team managed by this Position is outlined in a SLA that is negotiated with the busniess customer on an on-going basis. The Services and Service Expectations will be outlined in this SLA document.?Direct Agent Customer Contact. As dictated by the SLA, the Agency Admin Manager or Employee may have contact directly with the Agency Customer.Qualifications?Management and Computer Systems Administration Skills are needed. ?MS Word and MS Excel – intermediate, including data manipulation?Training will be provided for the following: Oracle DB Management, STARS, TechExcel, Centra, Teleconferencing, BI Publisher, SOAR, EagleCentral, AgentNet, Closingprotection.com and any other applications that may serve the Agency Business.?Business and writing skills.?Time management and prioritizing skills.?Detail Oriented.?Quick Learner.?Customer Service Oriented.The First American Corporation is an Equal Employment Opportunity/Affirmative Action employer. Qualified applicants are considered for employment and employees are treated during employment without regard to race, color, religion, gender, sexual orientation, national origin, age, physical or mental disability, medical condition, religion, marital status or veteran status, or any other characteristic protected by state or federal law.   |   Email This Job   |   Company Jobs