Remote Default Client Account Manager

Company Summary

ServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac 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 seven 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.

Job Summary

Responsible for the advocacy and management of default business-to-business client(s) in a loan servicing environment which includes providing the highest level of service to clients and their customers. Cultivate and maintain ongoing client relationships, optimize overall client satisfaction, and instill client confidence. Responsible for oversight of portfolio health and client performance. Interact with senior level staff, internal and external, to coordinate initiatives and projects and facilitate solutions with various internal/servicing teams. Manage multiple processes and projects and work with internal departments to develop and improve processes that have broad business impact. Partner with internal managers on client trends to ensure client satisfaction and adherence to contract and business rules, while managing company risk.

Essential Functions

• Address and resolve all loan level client inquires and escalations on top of themes
• Generally, manages smaller to midsize clients
• Sits within the default operation and has direct interaction with clients
• Work with client and internal business units process opportunity, reporting, and analytics to ensure best in class service within the default space
• Address client concerns in a timely manner or escalate if necessary
• Coach client on available reporting tools; fulfill ad-hoc reporting requests by creating and enhancing new and existing reports
• Deliver prompt and effective global communication relating to incidents, process changes, enhancements and overarching company information ensuring consistent messaging, client satisfaction and accuracy. Educate clients on company technology and processes

Knowledge, Skills & Technology

• Strong client service skills to retain and build critical relationships
• Experience with managing multiple projects and processes
• Tenacity for solving detailed issues
• Ability to speak effectively before groups of clients or employees of organization
• Strong knowledge of unique requirements within GNMA default servicing
• Excellent written and verbal communication skills required
• Experience with applicable business processes sufficient to communicate and consult with team members, clients, and management
• In-depth understanding of company requirements
• Strong attention to detail
• Strong knowledge of MS Office applications
• Experience with risk assessment
• MSP experience
• Experience within default operations, specifically loss mitigation

Typical Education

• Generally, requires BS Degree in a business field or equivalent work experience

Typical Experience

• Typically requires 3-5 years in servicing/subservicing roles

$63,540 - $88,250 (Annually)

This hiring range is a good faith and reasonable estimate of the salary range of possible compensation at the time of the posting and is subject to change. The actual compensation offered will be determined by various factors, which may include a candidate’s education, training, experience, and geographic location

First American invests in its employees' development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer.

Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.