Remote Senior Client Account Manager
Posted on 3/27/2023
First American

10,001+ employees

Title insurance & professional settlement services
Company Overview
First American is on a mission to provide comprehensive title insurance protection and professional closing/settlement services that produce clear property titles and enable the efficient transfer of real estate.
Fort Mill, SC, USA
Experience Level
Desired Skills
Sales & Account Management
  • 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
  • Experience with planning and managing large scale processes and projects with interdependencies
  • Experience with risk management
  • Typically requires 5+ years in progressive servicing/subservicing roles
  • Industry knowledge
  • Black Knight system experience
  • Generally, manages mid-size to 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 FA performance delivery
  • Monitors FA'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