[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.
Responsibilities
- 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
Skills
- 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
Benefits
- Medical
- Dental
- Vision
- 401k
- PTO/paid sick leave
- Employee stock purchase plan
Company Overview