Print Correspondence Leader

Overview

Who We Are Service Mac is a new sub-servicing entity backed by leading practitioners of the mortgage servicing industry. Service Mac focuses on providing technology, products, and services for the mortgage and real estate industries, backed by personalized service and support. Our offerings span the mortgage continuum and aim to enhance security, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has earned recognitions including being named to the Fortune 100 Best Companies to Work For list for ten consecutive years, along with awards as a best place to work for women, diversity, and LGBTQ+ employees.

First American aims to be a great place to work for all.

What We Do

Print Vendor & Correspondence Operations Leader is responsible for the strategic oversight, governance, and performance management of all print vendors, correspondence programs, quality control operations, and client-related communications. This role leads a cross-functional team (onshore and offshore), ensures regulatory and SLA compliance, drives operational excellence, and serves as the primary escalation point for all print correspondence matters. This role serves as the operational and strategic leader for all print correspondence programs, ensuring regulatory compliance, vendor excellence, and superior client delivery while building scalable processes that support growth and innovation.

WHAT YOU'LL DO

Vendor Oversight & Governance

• Provide end-to-end oversight and relationship management for multiple print vendors and platforms.

Responsibilities include:

• Managing vendor priorities and release schedules.
• Partnering with documentation program managers to prioritize monthly change requests.
• Reviewing and approving quotes/estimates for program changes.
• Reconciliation of multiple print vendor invoices and validating accuracy.
• Ensuring timely and accurate execution of print, mailing, and document change initiatives.
• Serving as escalation point for vendor performance or service issues.

Team Leadership & Talent Development

• Lead and develop a high-performing team of both onshore & offshore employees.

Onshore Team Management:

• Conduct weekly 1:1 meetings.
• Facilitate weekly team huddles.
• Provide coaching, performance feedback, and career development planning.

Offshore Quality Control Oversight:

• Oversee offshore QC team.
• Ensure quality standards are consistently met prior to production.
• Drive continuous improvement in QC processes and error prevention.

Performance Monitoring & Operational Excellence

• Oversight for the completion of Control warning reports and required proactive actions to ensure adherence to regulatory and compliance requirements.
• Monitor Key Performance Indicators and drive immediate corrective actions for any SLA or performance failures.
• Maintain comprehensive vendor scorecards.
  • Ensure SLAs are consistently met.
  • Ensure scorecards accurately reflect vendor transitions and letter migrations.
• Review and respond to all audit findings related to print correspondence and billing.
• Serve as primary point of contact for all issues owned by Print Correspondence.

Privacy Policy Governance

Standalone Privacy Policies:

• Partner with documentation program managers to ensure timely ordering requests of weekly standalone privacy policies.
• Review and approve privacy policies prior to release.

Annual Privacy Mailings:

• Coordinate with documentation program managers and client relations to organize annual privacy policy updates and mailings.
• Ensure regulatory compliance, accurate targeting, and on-time delivery.

Client Marketing & Retention Support

• Oversee and support client marketing and retention-related correspondence requests.
• Attend weekly internal and client-facing meetings regarding product offerings and print communications.
• Support branding and customization initiatives, including the setup for client-specific branding requirements.

Client Implementations & Financial Oversight

• Participate in meetings for new client implementations.
• Review and approve implementation-related correspondence changes.
• Submit backup documentation for monthly client billbacks.
• Ensure billing accuracy and transparency across…