Customer Account Specialist

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.

Perform trend analysis of issues and market conditions resulting in changes to product, policy and/or processes. Visit Client sites, visiting clients in their offices. These visits may result in additional sales, but the goal is customer contact, servicing, public relations, training, and retention. Partner with sales department, providing information and recommendations on customer needs Provide equipment/hardware/software installation 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, troubleshoots problems, recommends solutions, coordinates fixes and resolves issues. May participate in sales function:
Recommend and close sales enhancements/add-ons, Customer sign-ups/set-ups, Qualify customers, provide pricing plan, coordinate contracts, Work with sales person to close the deal, Participate in trade shows.

Assignments are general and less complex in nature and instructions are usually detailed. Has some latitude for un- reviewed action or decision. Focus of interaction is at middle manager level. Supervision Received or Extended Works under general supervision setting own priorities and objectives. Ability to independently make decisions up to an authorized amount. Requests or issues that are above scope of responsibility and approval limits are referred next level underwriter.

No responsibility for the supervision of others.

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.