Client Relations Specialist - ServiceMac

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.

Establish, build, and maintain mutually beneficial relationships with assigned Specialty Markets clients. Provide full service customer service (from 1st tier/routine to 2nd tier/complex) and focus on complex customer service issues. Analyze customer needs, identify problems, research issues, and recommend solutions.

• Provide customer training/product demonstrations.
• Training involves determining customer needs, customizing and/or creating presentations/information to meet customer needs/applications, training delivery and checking for understanding.
• Usually travels to customer site to deliver training.
• May serve as liaison to offshore customer service operations providing training to entry level customer service clerks, 2nd tier customer service resource; determine/provide significant input to policies and procedures.
• Make recommendations to and strongly influences management and other staff on process improvements, product enhancements, and/or software.
• Keeps management informed of market conditions.
• May test alpha software/ and make recommendations to manager/programmers on viability from a customer perspective.
• May provide technical support.
• Analysis of customer systems, including Zendesk and Valon platforms, troubleshoots problems, recommends solutions, coordinates fixes and resolves issues.
• Participate in client facing meetings addressing escalations of issues at the loan level, process level and initiative level.
• Develop, create, refine customer facing materials that help guide our clients in how to do business with us. Includes Power Point presentations, word documents, excel spreadsheets, project plans and more.
• Be responsible for regular reporting on activities within your team and client base.
• Coordinate cross functional and cross department meetings where issues are being addressed and resolutions sought for customers, clients and internal partners.

Knowledge and Skills/Technology Used.

Proficient in Microsoft applications (Word, Outlook, Excel, Access, PowerPoint, and Internet Explorer) and demonstrate the ability to learn custom applications (Siebel, SWAN, PTS, and A/R). Excellent verbal and written communication skills.

Typical

Education:

Bachelor’s degree or equivalent combination of education and experience.

Typical Range of

Experience:

7+ years of directly relevant work experience, mortgage or insurance industry preferred.

Attention to detail, and ability to conduct research independently.

Lead meetings with vendors, clients, internal partners. Strong remote camera presence.

Candidates selected for employment will be required to successfully complete a background check and credit check as a condition of employment, where permitted by applicable law.

Pay Range: $73,900.00 - $98,500.00 Annually. This hiring range is a reasonable…