Sr. Account Manager

Who We Are

Service Mac is a new sub‑servicing entity backed by some of the leading practitioners of the mortgage servicing industry. Service Mac 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.

Client Relationship management, clients, servicers, investors and our internal Operations team, Legal, Compliance and change management. Conduct 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.

• Partner with Client to understand their business model and determine which products and services meet the Client’s needs. Identify problems, define process requirements, 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.
• 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, make recommendations to ensure that performance metrics are achieved. This may include monitoring pipeline reports to ensure that turnaround 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 elevate service level concerns; make recommendations and drive 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 after onboarding. Consider implications of workflow 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.
• Monitor compliance and regulatory issues with Compliance and Legal. Verify client compliance.

• 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 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 Service Mac's model as a subservicer and the products and services offered.
• General knowledge of nationwide…