Sr Client Account Manager

First American•Usa, SC

About The Position

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. 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.

Requirements

Typically requires 5+ years in progressive servicing/subservicing roles
Industry knowledge
Black Knight system experience
Generally, requires BS Degree in a business field or equivalent work 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
Experience with planning and managing large scale processes and projects with interdependencies
Experience with risk management
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.

Responsibilities

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