Who We Are Join a dynamic and supportive team where you’ll play a key role in delivering exceptional service to our valued clients. As a growing global organisation, we offer real opportunities for career progression and development across Operations, IT, Sales, Legal, Finance, and Shared Services in Australia and New Zealand. We pride ourselves on a flexible and friendly work environment built on collaboration, accountability, and strong team culture. We’re proud to have been awarded the Great Place to Work Certification for the fourth consecutive year. This achievement reflects our people, our progress, and the inclusive culture we continue to shape together. Your voice matters here, and we’re committed to continuously improving and ensuring this remains a workplace where you can thrive. If you’re looking to grow your career in a professional and empowering environment, we’d love to hear from you. Job Summary The Customer Service Consultant is responsible for providing high quality customer service to FMS’s clients, by responding to inbound enquiries in relation to the status of a file and booking of settlements. They are also responsible for responding to requests to contact other financial institutions; Brokers and Solicitors in relation to the status of a file and booking of settlements."Main Tasks • Respond to inbound requests in relation to the status of a matter • Booking of settlements as per request from clients • Manage daily work allocation by making outbound calls in relation to the status of a file and the booking of settlements • Managing exceptions and notifying file owners and Brokers of outstanding requirements in order to book settlement with other financial Institutions • Provide exceptional customer service • Other duties as required Key Responsibilities Customer Focus • Managing calls and providing a high level of customer service in a timely manner • Empowerment going above and beyond to meet clients requirements on a daily basis • Take ownership of your client base • Listen, support, champion our client’s needs Process • Adhere to all internal policies and procedures • Comply with client specific operating processes • Ensure all tasks are performed with a high level of accuracy • Foster and encourage an environment of continuous improvement Team work & Behaviour • Provide support to your peers and other teams within the business as required • Take ownership of own performance and development • Actively contribute to team with a positive attitude • Share opinions in a way that is respectful to others focussing on ‘what we can learn’. Results •Perform at or above team productivity levels •Meet and exceed quality targets •Meet adherence to roster targets •Actively identify and escalate any perceived risks Position Criteria Essential •Excellent verbal and written communication skills •Strong data entry skills •Excellent attention to detail •Highly developed customer service skills •Good organisational skills and ability to prioritise workload •Ability to work in a high pressure, high volume work environment ensuring deadlines are met Desirable •Prior experience within a customer service environment" 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. We’re committed to supporting your personal and professional growth through meaningful benefits, recognition programs, and a workplace culture that values wellbeing, connection, and development across Australia and New Zealand. HERE’S WHAT SETS US APART: Employee Assistance Program (EAP) Employee Referral Program Flu Vaccination Program Fundraising Challenges Social Teams & Events Tenure Recognition Program Rewards and Recognition Program Training & Development Discounted First Title Insurances
