Company Summary

ServiceMac 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 seven 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.

Job Summary

In this role, you will be 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.

Essential Functions

• 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

Knowledge, Skills & Technology

• 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

Typical Experience

• Typically requires 5+ years in progressive servicing/subservicing roles

• Industry knowledge

• Black Knight system experience

Typical Education

Generally, requires BS Degree in a business field or equivalent work experience

Salary Range: $71,500 - $148,500 (Annually)

This hiring range is a good faith and reasonable estimate of the salary range of possible compensation at the time of the posting and is subject to change. The actual compensation offered will be determined by various factors, which may include a candidate’s education, training, experience, and geographic location.

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.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.