Sr. Account Executive - ServiceMac

About the role

ServiceMac is a new sub-servicing entity within the mortgage servicing industry. We provide superior technology, products, and services for the mortgage and real estate industries, focusing on personalized solutions that enhance security, compliance, customer satisfaction, and profitability.

What We Do

We conduct client meetings, understand client strategies and goals, and determine needs. We identify problems, define process requirements, 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, and monitor service levels. We create proposals and agreements and set performance metrics. We monitor reporting, track trends, make recommendations to ensure performance metrics are achieved, and facilitate process, procedure, and priority additions or changes.

What You'll Do

• Partner with clients to understand their business models and determine which products and services meet their needs.
• Identify problems, define process requirements, 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.
• 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, and facilitate process, procedure, and priority additions or changes.
• May be the point of contact for clients and clients' executives regarding system or other issues to resolve.
• Assist with the creation of Statements of Work (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.
• Consider the 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 decommissioning processes.
• Ongoing client relationship awareness and continual communications.
• Maintain compliance and regulatory issues with Compliance and legal, verify client compliance, track, document, and escalate service level concerns.

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 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; ability to build relationships.
• Organized, attention to detail, project management skills, multi-tasker.
• Strong Excel skills, experience managing large sets of data, creating and tracking metrics, analyzing multiple factors.
• 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.
• Knowledge of platform integration (MSP and Valon) a plus.
• Knowledge of state regulation and compliance requirements for Sales Support roles.
• Deep understanding of performing and non-performing loans for Servicing roles.

Pay and Benefits

The pay range for this position is $97,700.00 - $130,300.00 annually. The actual salary will be based on a number of factors including job-related knowledge, skills, experience, business requirements, and geographic location. Employees are eligible for a comprehensive benefits package including medical, dental, vision, 401(k), paid sick leave, and an employee stock purchase plan.