Associate Account Manager

Job Title

Manage an assigned portfolio of established FirstFunding customer accounts

Job Description

Manages an assigned portfolio of established FirstFunding customer relationships to support customer retention, relationship health, and long-term account growth. Serves as the primary day-to-day relationship contact and provides proactive communication, monitors customer activity and engagement, and coordinates with internal partners to address customer needs and deliver a consistent customer experience. The role sits within the Sales organization and works closely with Account Executives, Customer Service, Credit Risk, Operations, and other First American partners. Identifies potential relationship concerns, FirstFunding growth opportunities, and First American cross-sell opportunities and escalates them to the appropriate Account Executive, sales leader, or affiliate partner. While the position supports customer service, product education, and issue coordination, its primary focus is proactive relationship management and portfolio engagement.

Responsibilities

• Manage an assigned portfolio of established FirstFunding customer accounts
• Serve as the primary day-to-day relationship contact for assigned customers
• Conduct proactive customer check-ins to understand satisfaction, business needs, production activity, and potential concerns
• Monitor account activity and identify customers that are declining, inactive, at risk, or in need of additional support
• Coordinate with Customer Service, Credit Risk, Operations, Sales, and other internal partners to help resolve customer questions and relationship concerns
• Develop a strong working knowledge of FirstFunding products, platform capabilities, and customer workflows and coordinate customer training or implementation support when needed
• Identify potential account-growth opportunities and bring qualified opportunities to the appropriate Account Executive or sales leader
• Identify potential First American cross-sell opportunities and help coordinate warm introductions to the appropriate affiliate partner
• Maintain accurate account notes, relationship history, contact information, follow-up items, and customer status in the designated CRM or tracking system
• Support periodic portfolio reviews and customer classification based on activity, relationship health, growth potential, and customer needs
• Partner with Account Executives on strategic re-engagement, material growth opportunities, escalations, and more complex customer matters
• May provide support to senior Account Managers or Account Executives as business needs require

Qualifications

• Bachelor's degree or equivalent combination of education and relevant experience
• 0-2 years of experience in customer service, sales support, account management, mortgage, title, lending, real estate, banking, or financial services
• Strong customer service and relationship-building orientation
• Excellent verbal and written communication skills
• Strong organizational skills, attention to detail, and consistent follow-through
• Ability to manage multiple customer relationships and competing priorities
• Comfort conducting proactive outbound customer calls and relationship check-ins
• Ability to document customer interactions accurately in CRM or other customer-management systems
• Sound problem-solving skills and the ability to coordinate solutions across internal teams
• Positive attitude, curiosity, coachability, and interest in developing a career in relationship management or sales

Pay Range

$26.88 - $35.83 Hourly

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.