Sr. Account Manager

Who We AreServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability. 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 eleven 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.

What We DoClient Relationship management, clients, servicers, investors and our internal Operations team, Legal, Compliance and change management. Conducts client meetings, seeks to understand client strategies and goals, gains knowledge of business requirements, determines needs, makes recommendations across Service Mac offerings and services, monitors service levels, creates proposals and agreements.

What You'll Do

Account Client Solutions Manager

• Partner with Client to understand their business model and determine which products and services meet the Client’s needs.  Identifies problems, defines process requirements, researches alternatives.
• Establish and document process and workflow for internal teams; coordinate with team members to determine and validate pricing; track and maintain Client specific pricing for products and services
• Ongoing client relationship awareness and continual communications to confirm all SLA’s are being met and to offer additional products and services to meet client needs
• Set performance metrics.  Monitor reporting, track trends, make recommendations to ensure that performance metrics are achieved.  This may include monitoring pipeline reports to ensure that turn times are met and monitoring A/R associated with expense and revenue
• Maintain accurate reporting associated with change management projects to facilitate volume increase or decrease
• Track, document and escalate service level concerns; makes recommendations and drives process improvement
• Facilitate process, procedure, and priority additions or changes
• May be point of contact for Client and Client’s Executive issues revolving around the system or other issues to see through to resolution
• Assist with the creation of SOWs, contracts, billing service and client assessments
• Partner with Sales to prioritize their needs in order to deliver the highest level of customer services to Client’s after onboarding.  Considers implications of work flow and processes. Understand client expectations from the start of the relationship
• Establish and document process and workflow for support staff and Operations
• Manage process and coordinate with sales team priorities of application, expansion, cancellation and agent maintenance ensuring state and regulatory compliance requirements
• Track and maintain agent specific requests.  Identify trends and make process changes.
• Support and monitor onboarding and decommission process
• Ongoing client relationship awareness and continual communications
• Monitor compliance and regulatory issues with the Compliance and legal. Verify client compliance
• Track, document and escalate service level concerns

What You’ll Bring:

Knowledge and Skills/Technology Used

• Account Client Solutions Manager

• Partner with Client to understand their business model and determine which products and services meet the Client’s needs.  Identifies problems, defines process requirements, researches alternatives.
• Establish and document process and workflow for internal teams; coordinate with team members to determine and validate pricing; track and maintain Client specific pricing for products and services
• Ongoing client relationship awareness and continual communications to confirm all SLA’s are being met and to offer additional products and services to meet client needs
• Set performance metrics.  Monitor reporting, track trends, make recommendations to ensure that performance metrics are achieved.  This may include monitoring pipeline reports to ensure that turn times are met and monitoring A/R associated with expense and revenue
• Maintain accurate reporting associated with change management projects to facilitate volume increase or decrease
• Track, document and escalate service level concerns; makes recommendations and drives process improvement
• Facilitate process, procedure, and priority additions or changes
• May be point of contact for Client and Client’s Executive issues revolving around the system or other issues to see through to resolution
• Assist with the creation of SOWs, contracts, billing service and client assessments
• Partner with Sales to prioritize their needs in order to deliver the highest level of customer services to Client’s after onboarding.  Considers implications of work flow and processes. Understand client expectations from the start of the relationship
• Establish and document process and workflow for support staff and Operations
• Manage process and coordinate with sales team priorities of application, expansion, cancellation and agent maintenance ensuring state and regulatory compliance requirements
• Track and maintain agent specific requests.  Identify trends and make process changes.
• Support and monitor onboarding and decommission process
• Ongoing client relationship awareness and continual communications
• Monitor compliance and regulatory issues with the Compliance and legal. Verify client compliance
• Track, document and escalate service level concerns

What You’ll Bring:

Knowledge and Skills/Technology Used

• Bachelor’s degree in a related field or equivalent combination of education and experience
• 8+ years of experience in the Mortgage Industry with focus on servicing, default and servicing transfers
• Strong analytical skills
• Proven customer service and relationship management skills
• Experience working with cross functional team/groups; able to build relationships
• Organized, attention to detail
• Project management skills in order to manage and coordinate a wide variety of objectives; multi-tasker
• Strong Excel skills
• Experience managing large sets of data, creating and tracking metrics, analyzing multiple factors
• Must have a firm grasp of ServiceMac’s model as a subservicer and the products and services offered
• General knowledge of nationwide search guidelines with familiarity of back office production services for all business segments nationwide
• Strong problem-solving skills
• Technology role: knowledge of platform integration MSP and Valon a plus
• Sales Support role: knowledge of state regulation and compliance requirements
• Servicing Role: Deep understanding of performing and non-performing loans

Candidates selected for employment will be required to successfully complete a background check, credit check and drug screening as a condition of employment, where permitted by applicable law.

Pay Range: $97,700.00 - $130,300.00 Annually
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 OfferBy 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.