• Ensure smooth operations and optimize productivity. • Collaborate with the executive team to develop operational strategies that align with the company's overall goals. • Analyze current operational processes and implement improvements to increase efficiency, quality, and cost-effectiveness. • Formulate strategic and operational objectives • Lead and mentor the operations team, ensuring alignment with company values, goals, and performance standards. • Drive efficiency through effective leadership. • Develop and monitor key performance indicators (KPIs) to track operational success and areas for improvement. • Maintain quality standards.

• Coordinate and help supervise the daily activities of the call center including selection, training, staffing, scheduling through the workforce management system, and maintaining quality standards. • Supervise by virtual “Zoom walkaround” (all business is WFH); be readily available to assist staff with escalated calls, customer concerns, and technology issues. • Keep Teammates motivated and engaged toward meeting individual and team goals. • Work collaboratively with the Talent Manager and provide management direction in their absence. • Participate in interviews, make hiring recommendations to the Manager, deliver training to staff, provide input to performance evaluations, and recommend disciplinary action to the Manager. • Develops a team environment that fosters growth and the desire to help others. • Ability to perform all Call Center duties and functions and can identify system/process gaps to drive improvements. • Assist in meeting monthly key Contact Center performance goals for customer satisfaction, quality, productivity, and key performance indicators (KPIs). • Report system, customer, or operational issues that impact service quality with a strong awareness of internal client relations and external customer experiences. • Establish and maintain open lines of communication with direct reports, peers, upper management, Quality and IT, and all other areas of the company to facilitate problem solving. • Participate in calibration sessions with Teammates, Quality Analysts and Workforce Analysts; coach Teammates regarding needed improvements. • Responsible for data collection, analysis and quarterly/ad hoc reporting. • Make recommendations to Leadership Team for procedural changes to increase efficiency. • Other administrative duties and special projects, as assigned by Leadership.

• Design and develop advanced analytics models and tooling infrastructure to optimize inventory levels and procurement. • Oversee and enhance tools like ROB (Replenishment Open to Buy), NPR (New Part number Research), Inventory Control Tower, and Inbound/Freight Optimization for efficient order quantity generation and allocation. Develop new tools required for new business pursuits or advancing current operations. • Ensure prompt response to business insights needs and tooling requisitions, adhering to an SLA set response window. • Continuously monitor inventory levels and performance through advanced data analytics. Work to produce predictive analytics models that the reporting teams can utilize to support key inventory metrics 1+ years in advance (COH, Receipts, OOS, Inventory Turn, Lost Sales, Allocation %, etc.). • Provide data-driven insights for ad hoc inventory decisions, supporting the inventory management team with necessary data and tools. Ensure the analysis explains business drivers ($s) vs. count metrics.

Who We Are Join a team that puts its People First! As member of First American's family of companies, Mortgage Solutions provides lenders with solutions to originate, close and service quality loans. Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for ten consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com. What We Do The intern will work in a program designed to help college students gain experience and develop the technology, professional and interpersonal skills to use throughout their career. First American Interns work in a corporate environment within the Financial/Title Industry—balanced with intern-specific activities, executive level presentations and networking opportunities—while under the close supervision and guidance of a manager and/or mentor. Undergraduate students are assigned significant work assignments to support a specific business function within Marketing, Human Resources, IT, Accounting and Finance. What You’ll Do - Participate in a structured rotational experience across key areas within the Mortgage Title Operations division to gain a comprehensive understanding of the title and settlement lifecycle. - Shadow and support teams in functions such as title search, examination, closing, escrow, post-closing, and customer support. - Assist with reviewing title documents, data entry, and maintaining accurate records in internal systems. - Learn how to identify and resolve title issues, discrepancies, and documentation gaps under guidance from experienced team members. - Support day-to-day operational tasks, including processing files, preparing reports, and tracking transactions to ensure timely and accurate service delivery. - Collaborate with cross-functional teams to understand how different departments contribute to the overall mortgage and title process. - Participate in training sessions, team meetings, and mentorship opportunities to build industry knowledge and professional skills. - Contribute to process improvement initiatives by identifying inefficiencies and suggesting solutions. - Deliver a high level of customer service by supporting internal and external stakeholders in a professional and responsive manner. What You’ll Bring - Proficiency in MS Office Suite applications. Finance internship will require strength in MS Excel. - An interest and willingness to learn about the Mortgage, Real Estate, Financial, Title Insurance or related industries. - The ability to solve problems, be detailed oriented and be conscientious about all work completed. - An ingrained concern for the customer and representing our Company in the best professional manner as possible. - The potential to excel in the following competencies: Communication, Customer Focus, Ethics & Integrity, Teamwork & Adaptability, Productivity & Initiative. - Outstanding interpersonal skills. Salary Range: $20.00 - $24.00/hour 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. 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 celebrates diversity, equity and inclusion not simply because it’s the right thing to do, but also 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.