Sr. Account Executive - Remote Possible

First American•Fort Mill, SC

1d•$97,700 - $130,300•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. This role involves client relationship management, working with clients, servicers, investors, and internal teams such as Operations, Legal, Compliance, and change management. The position requires conducting client meetings, understanding client strategies and goals, gaining knowledge of business requirements, determining needs, making recommendations across ServiceMac offerings and services, monitoring service levels, and creating 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 teams/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

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 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 processes and workflows 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 to meet client needs.
Set performance metrics, monitor reporting, track trends, and make recommendations to ensure performance metrics are achieved.
Monitor pipeline reports to ensure turn times are met and monitor 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; make recommendations and drive process improvement.
Facilitate process, procedure, and priority additions or changes.
May be the 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 service to clients after onboarding.
Consider implications of workflow and processes.
Understand client expectations from the start of the relationship.
Establish and document processes and workflows for support staff and Operations.
Manage processes and coordinate with the sales team on 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 processes.
Monitor compliance and regulatory issues with Compliance and Legal.
Verify client compliance.
Track, document, and escalate service level concerns.