Account Executive (remote)

Overview

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 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 Do

The Client Solutions Manager (CSM), acting in an advisory and consultative role, is the primary point of contact for National Agency management, sales, team, agents and production team related to Technology, Production and Sales Support. Conducts process evaluations, gains knowledge of business requirements, determines needs, makes recommendations across FA products and services, sets and monitors service levels, creates proposals and agreements.

WHAT YOU'LL DO

Technology Client Solutions

Act as liaison and consultant to Sales Reps and Customers regarding products and services. Identify platform requirements and compatibility between Agency and customer technology. Evaluate multiple factors and provide guidance on technology solutions.

Provide guidance, communicate objectives, and troubleshoot issues for Sales Reps to meet Agency Division initiatives

Track trends, drive best practices and implement technology solutions that make First American the easiest underwriter to do business with

Create process enhancements and efficiencies to help agents discover and implement First American technology solutions that save them time and money

Coordinate technology demonstrations and evaluations

Coordinate the rollout of products and enhancements for the agents

Assist development teams with enhancements to the FAST system including prioritization, UAT; and implementation and training specifically for agents.

Project Management to enhance technology platforms, performance and efficiencies for internal and external customers, adoption of new internal platforms, adoption of enhancements to external platforms

Production 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 Agent 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 projects to facilitate volume increase or decrease

Track, document and escalate service level concerns; makes recommendations and drives process improvement

Facilitate process, procedure, and geographic additions or changes

May be point of contact for National agent issues revolving around the FAST Transaction system and other FA products and services

Assist with billing escalations and change management requests.

Sales Support Client Solutions

Partner with Sales to prioritize their needs in order to deliver the highest level of customer services to agents. Considers implications of work flow and processes.

Establish and document process and workflow for support staff and sales

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.

Develop, coordinate and monitor onboarding and cancellation process

Ongoing client relationship awareness and continual communications

Monitor compliance and regulatory issues with the underwriting department. 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 Servicing Industry with focus in Mortgage Servicing, Transfers, Default Servicing and Client Management

Strong analytical skills

Strong written and verbal communication skills

Proven on camera presence due to use of Teams every day with internal colleagues and externally clients

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 First American's divisions 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

Pay Range: $85,000.00 - $113,300.00 AnnuallyThis 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.

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