Sr. Account Executive - Remote Possible

First American•Usa, SC

1d•Remote

About The Position

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 Client Relationship management, clients, servicers, investors and our internal Operations team, Legal, Compliance and change management. Conducts client meetings, seeks to understand client strategies and goals, gains knowledge of business requirements, determines needs, makes recommendations across Service Mac offerings and services, monitors service levels, creates proposals and agreements.

Requirements

Bachelor’s degree in a related field or equivalent combination of education and experience
8+ years of experience in the Mortgage Industry with focus on servicing, default and servicing transfers
Strong analytical skills
Proven customer service and relationship management skills
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 ServiceMac’s model as a subservicer 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

Nice To Haves

Technology role: knowledge of platform integration MSP and Valon a plus
Sales Support role: knowledge of state regulation and compliance requirements
Servicing Role: Deep understanding of performing and non-performing loans

Responsibilities

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 Client 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 change management projects to facilitate volume increase or decrease
Track, document and escalate service level concerns; makes recommendations and drives process improvement
Facilitate process, procedure, and priority additions or changes
May be point of contact for Client and Client’s Executive issues revolving around the system or other issues to see through to resolution
Assist with the creation of SOWs, contracts, billing service and client assessments
Partner with Sales to prioritize their needs in order to deliver the highest level of customer services to Client’s after onboarding. Considers implications of work flow and processes.
Understand client expectations from the start of the relationship
Establish and document process and workflow for support staff and Operations
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.
Support and monitor onboarding and decommission process
Ongoing client relationship awareness and continual communications
Monitor compliance and regulatory issues with the Compliance and legal. Verify client compliance
Track, document and escalate service level concerns