[Remote] Sr. Account Manager

Note: The job is a remote job and is open to candidates in USA. ServiceMac is a new sub-servicing entity focused on providing superior technology and services for the mortgage and real estate industries. The Sr. Account Manager will manage client relationships, understand client needs, and ensure service levels are met while driving process improvements and compliance.ResponsibilitiesPartner with Client to understand their business model and determine which products and services meet the Client’s needs. Identifies problems, defines process requirements, researches alternativesEstablish 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 servicesOngoing client relationship awareness and continual communications to confirm all SLA’s are being met and to offer additional products and services to meet client needsSet 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 revenueMaintain accurate reporting associated with change management projects to facilitate volume increase or decreaseTrack, document and escalate service level concerns; makes recommendations and drives process improvementFacilitate process, procedure, and priority additions or changesMay be point of contact for Client and Client’s Executive issues revolving around the system or other issues to see through to resolutionAssist with the creation of SOWs, contracts, billing service and client assessmentsPartner 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 relationshipEstablish and document process and workflow for support staff and OperationsManage process and coordinate with sales team priorities of application, expansion, cancellation and agent maintenance ensuring state and regulatory compliance requirementsTrack and maintain agent specific requests. Identify trends and make process changesSupport and monitor onboarding and decommission processOngoing client relationship awareness and continual communicationsMonitor compliance and regulatory issues with the Compliance and legal. Verify client complianceTrack, document and escalate service level concernsSkillsBachelor's degree in a related field or equivalent combination of education and experience8+ years of experience in the Mortgage Industry with focus on servicing, default and servicing transfersStrong analytical skillsProven customer service and relationship management skillsExperience working with cross functional team/groups; able to build relationshipsOrganized, attention to detailProject management skills in order to manage and coordinate a wide variety of objectives; multi-taskerStrong Excel skillsExperience managing large sets of data, creating and tracking metrics, analyzing multiple factorsMust have a firm grasp of ServiceMac's model as a subservicer and the products and services offeredGeneral knowledge of nationwide search guidelines with familiarity of back office production services for all business segments nationwideStrong problem-solving skillsTechnology role: knowledge of platform integration MSP and Valon a plusSales Support role: knowledge of state regulation and compliance requirementsServicing Role: Deep understanding of performing and non-performing loansBenefitsMedicalDentalVision401kPTO/paid sick leaveEmployee stock purchase planCompany OverviewFirst American provides financial services through its Title Insurance and Services segment and its Specialty Insurance segment. It was founded in 1889, and is headquartered in Santa Ana, California, USA, with a workforce of 10001+ employees. Its website is http://www.firstam.com.