Sr. Account Manager

Who We Are ServiceMac is a new sub‑servicing entity backed by leading practitioners in the mortgage servicing industry. We provide technology, products, and services that enhance security, compliance, customer satisfaction, and profitability. Our inclusive, people‑first culture has earned us recognition on the Fortune 100 Best Companies to Work For list for eleven consecutive years and many other best‑place‑to‑work awards. What We Do We manage client relationships across servicers, investors, and internal operations, providing legal, compliance, and change‑management support. Our role includes client meetings, solution recommendations, service level monitoring, and the creation of proposals and agreements. What You’ll Do Partner with clients to understand their business model and recommend products and services that meet their needs. Identify problems, define process requirements, research alternatives, and establish workflow for internal teams and support staff. Coordinate with team members to validate pricing, maintain client‑specific pricing, and track changes. Maintain ongoing client relationship awareness, ensuring all SLAs are met and offering additional products and services. Set performance metrics, monitor reporting, track trends, and make recommendations to achieve metrics. Track and document service‑level concerns, drive process improvement, and facilitate process and priority changes. Act as the point of contact for client executive issues and oversee resolution. Assist in the creation of SOWs, contracts, billing services, and client assessments. Partner with Sales to prioritize needs and deliver high‑level customer service post‑onboarding. Ensure compliance and regulatory requirements are met, verifying client compliance. Support onboarding and decommission processes, tracking agent‑specific requests and identifying trends for process change. What You’ll Bring Bachelor’s degree in a related field or equivalent combination of education and experience. 8+ years of experience in the mortgage industry focused on servicing, default, and servicing transfers. Strong analytical, customer service, and relationship management skills. Experience working cross‑functionally and building relationships. Organized, detail‑oriented with strong project‑management skills and the ability to multi‑task. Proficient Excel skills and experience managing large data sets, tracking metrics, and analyzing multiple factors. Firm grasp of ServiceMac’s sub‑servicing model and products. Knowledge of nationwide search guidelines and back‑office production services. Understanding of state regulations and compliance requirements. Deep knowledge of performing and non‑performing loans. Familiarity with platform integration, MSP, and Valon is a plus. Background, credit, and drug screening required as a condition of employment where permitted. Pay and Benefits Pay Range: $97,700 – $130,300annually. Benefits include medical, dental, vision, 401(k), PTO/paid sick leave, and employee stock purchase plan. First American is an equal‑opportunity employer in every sense of the term. #J-18808-Ljbffr First American