Sr. Account Executive – Remote Possible

Who We Are 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 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. What We Do Client relationship management, working with clients, servicers, investors, and our internal Operations team, Legal, Compliance, and change management. Conducting client meetings to understand their strategies and goals, gaining knowledge of business requirements, determining needs, making recommendations across ServiceMac offerings and services, monitoring service levels, and creating proposals and agreements. What You'll Do Account Client Solutions Manager - Partner with the client to understand their business model and determine which products and services meet the client’s needs. Identify problems, define process requirements, and research 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. - Maintain ongoing client relationship awareness and continual communications to confirm all SLAs are being met and offer additional products and services to meet client needs. - Set performance metrics, monitor reporting, track trends, and 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 escalate service level concerns; make recommendations and drive process improvement. - Facilitate process, procedure, and priority additions or changes. - Serve as a point of contact for clients and client executives regarding system or other issues, ensuring resolution. - Assist with the creation of SOWs, contracts, billing services, and client assessments. - Partner with Sales to prioritize their needs to deliver the highest level of customer service to clients after onboarding, considering implications of workflow and processes. - Understand client expectations from the start of the relationship. - Establish and document processes and workflows for support staff and Operations. - Manage processes and coordinate with the sales team on priorities such as 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 the onboarding and decommission processes. - Maintain ongoing client relationship awareness and continual communications. - Monitor compliance and regulatory issues with Compliance and Legal teams. 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 mortgage industry focusing on servicing, default, and servicing transfers. - Strong analytical skills. - Proven customer service and relationship management skills. - Experience working with cross-functional teams/groups; able to build relationships. - Organized with attention to detail. - Project management skills to manage and coordinate a wide variety of objectives; ability to multi-task. - Strong Excel skills. - Experience managing large datasets, creating and tracking metrics, analyzing multiple factors. - Firm grasp of ServiceMac’s model as a sub-servicer and the products and services offered. - General knowledge of nationwide search guidelines with familiarity with back-office production services for all business segments nationwide. - Strong problem-solving skills. - Technology role: knowledge of platform integration (MSP and Valon a plus). - Sales support role: knowledge of state regulation and compliance requirements. - Servicing role: deep understanding of performing and non-performing loans. Pay Range $97,700.00 - $130,300.00 annually This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors, including job-related knowledge, skills, experience, business requirements, and geographic location. What We Offer By choice, we don’t simply accept individuality – we embrace it, support it, and thrive on it! Our People First culture is inclusive for all employees, not just because it's the right thing to do, but because it's key to our success. We are proud to foster an authentic and inclusive workplace for all. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term. 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 ownership plan.