Sr. Account Executive - 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.

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

Account Client Solutions Manager

• Partner with Client to understand their business model and determine which products and services meet the Client’s needs. Identifies problems, defines process requirements, researches 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 SLA’s 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 turn 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 escalation service level concerns; makes recommendations and drives 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’s after onboarding. Considers implications of work flow 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
• Ongoing client relationship awareness and continual communications
• Monitor compliance and regulatory issues with the Compliance and legal. Verify client compliance
• Track, document and escape service level concerns

* Knowledge and Skills/Technology Used*

• Account Client Solutions Manager
• Partner with Client to understand their business model and determine which products and services meet the Client’s needs. Identifies problems, defines process requirements, researches 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 SLA’s are being met and to offer…