Sr. Account Manager

Account Client Solutions Manager

Partner with Client to understand their business model and determine which products and services meet the Client's needs. Identifies problems, defines process requirements, researches 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

Ongoing client relationship awareness and continual communications to confirm all SLA's are being met and to offer additional products and services to meet client needs

Set 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 revenue

Maintain accurate reporting associated with change management projects to facilitate volume increase or decrease

Track, document and escalate service level concerns; makes recommendations and drives process improvement

Facilitate process, procedure, and priority additions or changes

May be point of contact for Client and Client's Executive issues revolving around the system or other issues to see through to resolution

Assist with the creation of SOWs, contracts, billing service and client assessments

Partner 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 relationship

Establish and document process and workflow for support staff and Operations

Manage process and coordinate with sales team priorities of 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 onboarding and decommission process

Ongoing client relationship awareness and continual communications

Monitor compliance and regulatory issues with the Compliance and legal. Verify client compliance

Track, document and escalate service level concerns

Bachelor's degree in a related field or equivalent combination of education and experience

8+ years of experience in the Mortgage Industry with focus on servicing, default and servicing transfers

Strong analytical skills

Proven customer service and relationship management skills

Experience working with cross functional team/groups; able to build relationships

Organized, attention to detail

Project management skills in order to manage and coordinate a wide variety of objectives; multi-tasker

Strong Excel skills

Experience managing large sets of data, creating and tracking metrics, analyzing multiple factors

Must have a firm grasp of ServiceMac's model as a subservicer and the products and services offered

General knowledge of nationwide search guidelines with familiarity of 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

Candidates selected for employment will be required to successfully complete a background check, credit check and drug screening as a condition of employment, where permitted by applicable law.

Pay Range: $97,700.00 - $130,300.00 AnnuallyThis 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 which may include job-related knowledge, skills, experience, business requirements and geographic location.