Account Executive (remote)

About ServiceMac

ServiceMac is a dynamic sub-servicing entity backed by leading mortgage servicing practitioners. We are dedicated to delivering superior technology, products, and services to the mortgage and real estate industries, complemented by personalized service and support. Through continuous innovation and strategic acquisitions, we offer comprehensive solutions across the mortgage continuum, enhancing security, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has been recognized with numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for eleven consecutive years, and awards for being a great place to work for women, diversity, and LGBTQ+ employees.

What We Do

The Client Solutions Manager (CSM) serves as the primary point of contact for National Agency management, sales teams, agents, and production teams, acting in an advisory and consultative capacity for Technology, Production, and Sales Support. This role involves conducting process evaluations, understanding business requirements, identifying needs, recommending products and services, setting and monitoring service levels, and creating proposals and agreements.

What You'll Do

Technology Client Solutions

• Act as a liaison and consultant to Sales Representatives and Customers regarding products and services.
• Identify platform requirements and compatibility between Agency and customer technology.
• Evaluate various factors to provide guidance on technology solutions.
• Offer guidance, communicate objectives, and troubleshoot issues for Sales Representatives to align with Agency Division initiatives.
• Track trends, promote best practices, and implement technology solutions to enhance ease of doing business with First American.
• Develop process enhancements and efficiencies to help agents discover and implement First American technology solutions, saving them time and money.
• Coordinate technology demonstrations and evaluations.
• Coordinate the rollout of products and enhancements for agents.
• Assist development teams with enhancements to the FAST system, including prioritization, User Acceptance Testing (UAT), implementation, and agent-specific training.
• Manage projects to enhance technology platforms, performance, and efficiencies for internal and external customers, including adoption of new internal and external platforms and enhancements.

Production Client Solutions Manager

• Partner with clients to understand their business models and identify suitable products and services.
• Identify problems, define process requirements, and research alternatives.
• Establish and document processes and workflows for internal teams.
• Coordinate with team members to determine and validate pricing, and maintain agent-specific pricing for products and services.
• Maintain ongoing client relationship awareness and regular communication to ensure Service Level Agreements (SLAs) are met and to offer additional products and services.
• Set performance metrics, monitor reporting, track trends, and make recommendations to ensure performance targets are achieved. This may include monitoring pipeline reports for turn times and monitoring accounts receivable related to expenses and revenue.
• Maintain accurate project reporting to facilitate volume changes.
• Track, document, and escalate service level concerns, making recommendations and driving process improvements.
• Facilitate process, procedure, and geographic additions or changes.
• May serve as the point of contact for National agent issues related to the FAST Transaction system and other First American products and services.
• Assist with billing escalations and change management requests.

Sales Support Client Solutions

• Partner with Sales to prioritize needs, ensuring the highest level of customer service to agents, considering workflow and process implications.
• Establish and document processes and workflows for support staff and sales.
• Manage processes and coordinate sales team priorities for application, expansion, cancellation, and agent maintenance, ensuring state and regulatory compliance.
• Track and maintain agent-specific requests, identify trends, and implement process changes.
• Develop, coordinate, and monitor onboarding and cancellation processes.
• Maintain ongoing client relationship awareness and regular communication.
• Monitor compliance and regulatory issues with the underwriting department and verify client compliance.
• Track, document, and escalate service level concerns.

What You'll Bring

Knowledge and Skills/Technology Used

• Bachelor's degree in a related field or equivalent combination of education and experience.
• 8+ years of experience in the Servicing Industry, with a focus on Mortgage Servicing, Transfers, Default Servicing, and Client Management.
• Strong analytical skills.
• Excellent written and verbal communication skills.
• Proven on-camera presence for daily use of Teams with internal colleagues and external clients.
• Experience working with cross-functional teams and building relationships.
• Strong organizational skills and attention to detail.
• Project management skills for managing and coordinating diverse objectives; ability to multitask.
• Proficiency in Excel.
• Experience managing large datasets, creating and tracking metrics, and analyzing multiple factors.
• Thorough understanding of First American's divisions and its products and services.
• General knowledge of nationwide search guidelines and familiarity with back-office production services across all business segments nationwide.
• Strong problem-solving skills.

Pay Range: $85,000.00 - $113,300.00 Annually

This hiring range is an estimate of the base pay for this position at the time of posting. Compensation is based on factors such as job-related knowledge, skills, experience, business requirements, and geographic location.

What We Offer

We embrace and celebrate individuality, fostering a supportive environment where diversity, equity, and inclusion are key to our success. Our "People First Culture" and "For All" philosophy encourage authenticity and inclusivity. First American is an equal opportunity employer.

Eligible employees receive a comprehensive benefits package, including medical, dental, vision, 401k, Paid Time Off (PTO)/paid sick leave, and an employee stock purchase plan.