Bulk Loan Boarding Business Analyst; Remote Eligible

Who We Are

Service Mac is a new sub‑servicing entity backed by leading practitioners in the mortgage servicing industry. Service Mac focuses on providing superior technology, products, and services for the mortgage and real‑estate industries, with personalized service and support. The company has received recognition, including being named to the Fortune 100 Best Companies to Work For list for eleven consecutive years, and has earned numerous diversity awards.

Responsible for the implementation and effectiveness of products, services and technical or business systems, software, or solutions so that customers reach their desired outcomes using FA products. Develop project plans to define success for customers, manage change and resources, and ensure that implementations are completed on time, within budget and meet client expectations.

• Drive effective implementation and onboarding processes and build sustainable client relationships.
• Collaborate with management and internal teams to identify client needs and ensure appropriate follow‑up.
• Identify, develop, and deliver training and education to clients.
• Ensure accurate communication is disseminated across all stakeholders including internal teams, external partners, and clients.
• Handle all responsibilities throughout the client onboarding cycle, including planning, setup, execution, and management of assigned projects.
• Responsible for the initial system setup and provide troubleshooting support during the testing and implementation phase.
• Provide the highest level of professional customer service throughout the project lifecycle/client relationship.
• Conduct online meetings and conference calls to orient clients, present new functionality, perform training, and collaborate with clients on concerns.
• Develop implementation plans that include timelines and metrics for communication, marketing, and training activities.
• Create and maintain a “source of truth” for impacted groups concerning all value‑added products and services.
• Work closely with end users/clients to understand and prioritize business goals and information needs.
• Accomplish objectives, identify and address future concepts, and implement best practices.

• Bachelor’s degree or equivalent combination of education and experience.
• 8+ years of directly related experience.
• Leadership skills with the ability to build consensus among disparate groups.
• Ability to manage multiple clients and projects/tasks simultaneously.
• Strong customer service skills.
• Strong internal communication skills, including the ability to work with various departments.
• Strong background in Title Insurance, Mortgage, or a related industry.
• Strong knowledge of department operating systems, applications, and software that integrate with those systems.
• Familiarity with field concepts, practices, and procedures.
• Strong interpersonal, relationship‑building, and teamwork skills.
• Able to translate and communicate technical information to a non‑technical audience.
• Self‑motivated; self‑starter.
• Proficient in Microsoft Word, Excel, and PowerPoint.

First American is an equal‑opportunity employer in every sense of the term. The company offers a comprehensive benefits package, including medical, dental, vision, 401(k), PTO/paid sick leave, and an employee stock purchase plan.