What are the responsibilities and job description for the Sr. Client Account Manager (Remote) position at First American?
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 nine 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 DoWhat We Do
Responsible for the advocacy and management of business-to-business client(s) in a loan servicing environment which includes providing the highest level of service to clients and their customers. Cultivate and maintain ongoing client relationships, optimize overall client satisfaction, and instill client confidence. Responsible for oversight of portfolio health and client performance. Interact with senior level staff, internal and external, to coordinate initiatives and projects and facilitate solutions with various internal/servicing teams. Manage multiple processes and projects and work with internal departments to develop and improve processes that have broad business impact. Partner with internal managers on client trends to ensure client satisfaction and adherence to contract and business rules, while managing company risk.
First American invests in its employees' development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer.
Responsible for the advocacy and management of business-to-business client(s) in a loan servicing environment which includes providing the highest level of service to clients and their customers. Cultivate and maintain ongoing client relationships, optimize overall client satisfaction, and instill client confidence. Responsible for oversight of portfolio health and client performance. Interact with senior level staff, internal and external, to coordinate initiatives and projects and facilitate solutions with various internal/servicing teams. Manage multiple processes and projects and work with internal departments to develop and improve processes that have broad business impact. Partner with internal managers on client trends to ensure client satisfaction and adherence to contract and business rules, while managing company risk.
What You'll Do
- Generally, manages larger clients and/or more complex clients which have larger portfolios with new products or requiring more intensity for oversight etc.
- Analyze and understand client and client's business structure, culture, goals and needs including future strategy across their enterprise and for servicing. Looks for cross sale and revenue generating opportunities
- Prepare and conduct monthly business reviews with clients to review ServiceMac's performance delivery
- Monitors ServiceMac's performance against contractual requirements, Service Level Agreements and KPIs,resolving issues between client and internal operational units
- Work with client and internal business units on contract changes, change requests and statements of work documenting required activities and corresponding compensation representing revenue opportunities
- Deliver prompt and effective global communication relating to incidents, process changes, enhancements and overarching company information ensuring consistent messaging, client satisfaction and accuracy. Educate clients on company technology and processes
- Address client concerns in a timely manner or escalate if necessary
- Coach client on available reporting tools; fulfill ad-hoc reporting requests by creating and enhancing new and existing reports
- Client communications may involve participating in management meetings and discussions, creating and delivering business to business presentations, onsite client visits, and creating client training materials to assist internal business units
- Uses skills as a seasoned, experienced professional with a full understanding of industry practices and established policies and procedures
- Troubleshoots a wide variety of complex problems and identifies solutions within broad application of functional expertise
- Errors will have significant business and financial impact
- Negotiates, persuades, and gains consensus from cross functional team(s)
- Able to solve more complex issues with little oversight
- Typically, no formal responsibility for the supervision of others but may provide functional advice or training to less experienced team members
- Works independently under broad supervision
- Relies on experience and judgment to perform job functions
- A certain degree of creativity and latitude is required
What You'll Bring
- Typically requires 8 years in progressive servicing/Mortgage Servicing, subservicing roles
- 5 years of Client relations experience
- Industry knowledge
- Black Knight system experience
- In-depth understanding of company and client requirements
- Excellent written and verbal communication skills required
- Demonstrated ability to effectively manage priorities as well as effective time management.
- Strong knowledge of MS Office applications and title/escrow related software to create/update documents and spreadsheets containing formulas and formatting.
- Knowledge of required reporting tools
- Ability to speak effectively before groups of clients and management
- Strong attention to detail
- Strong client service skills to retain and build critical relationships
- Tenacity for solving detailed issues
- Experience with applicable business processes sufficient to communicate and consult with team members, clients, and management
- Strong presentation and meeting facilitation skills
- Experience with planning and managing large scale processes and projects with interdependencies
- Experience with risk management
Salary Range: $86,675- $144,450 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 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.
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 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.First American invests in its employees' development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer.
Salary : $86,675 - $144,450
