Sr. Account Manager

Account Client Solutions Manager
Responsibilities

Partner with clients to understand their business model and determine which products and services meet their needs; identify problems, define process requirements, and research 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.

Maintain ongoing client relationship awareness and continual communications to confirm all SLAs are being met and to offer additional products and services.

Set performance metrics and monitor reporting; track trends and make recommendations to ensure metrics are achieved. This includes monitoring pipeline reports to ensure turn times are met and monitoring A/R associated with expense and revenue.

Maintain accurate reporting associated with change‑management projects to facilitate volume increases or decreases.

Track, document, and escalate service‑level concerns; make recommendations and drive process improvement.

Facilitate process, procedure, and priority additions or changes.

Serve as point of contact for client and executive issues related to the system or other matters, seeing them through to resolution.

Assist with the creation of SOWs, contracts, billing services, and client assessments.

Partner with sales to prioritize needs to deliver the highest level of customer service after onboarding, considering workflow implications and client expectations.

Establish and document process and workflow for support staff and operations.

Manage process and coordinate with sales on application, expansion, cancellation, and agent maintenance priorities, ensuring state and regulatory compliance.

Track and maintain agent‑specific requests; identify trends and implement process changes.

Support and monitor onboarding and decommission processes.

Monitor compliance and regulatory issues with compliance and legal; verify client compliance.

Qualifications

Bachelor’s degree in a related field or equivalent combination of education and experience.

Eight or more years of experience in the mortgage industry focusing on servicing, default, and servicing transfers.

Strong analytical skills.

Proven customer service and relationship‑management skills.

Experience working with cross‑functional teams; ability to build relationships.

Organized, detail‑oriented.

Project management skills to manage a wide variety of objectives; multi‑tasker.

Strong Excel skills.

Experience managing large data sets, creating and tracking metrics, and analyzing multiple factors.

Firm grasp of ServiceMac’s sub‑servicer model and the products and services offered.

General knowledge of nationwide search guidelines and familiarity with back‑office production services for all business segments nationwide.

Strong problem‑solving skills.

Knowledge of platform integration (MSP and Valon) a plus for technology roles.

Knowledge of state regulation and compliance requirements for sales‑support roles.

Deep understanding of performing and non‑performing loans for servicing roles.

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

Benefits

Medical, dental, and vision coverage

401(k) plan

PTO and paid sick leave

Employee stock purchase plan

First American is an equal opportunity employer in every sense of the term.

#J-18808-Ljbffr