Client Relations Specialist

First American; Fort Mill (SC); On-site; USD 58,000 - 78,000; Full time

Benefits offered by this job

Comprehensive benefits package

Employee stock purchase plan

Paid time off

Job summary

First American is seeking a Client Relations Specialist to serve as a key liaison between mortgage servicing clients and internal teams. You will manage loan-level inquiries, servicing requests, and document handling to ensure timely, accurate responses.

The role requires 5+ years in mortgage servicing, strong written and verbal communication, excellent organization, and the ability to collaborate across departments to resolve issues and improve processes. Pay range: $58,425–$77,875 annually.

Qualifications

• 5+ years of experience in mortgage servicing or related mortgage operations roles.
• Excellent written and verbal communication skills.
• Strong organizational skills with the ability to manage multiple client requests simultaneously.
• Ability to collaborate across departments and elevate issues appropriately.

Responsibilities

• Manage day-to-day client communications via email, phone, and virtual meetings as needed.
• Facilitate and track loan-level inquiries and servicing-related requests from clients.
• Coordinate document requests, including servicing records, loan documentation, and reporting materials.
• Work cross-functionally with internal departments to obtain and provide loan level requests back out to clients for their review and response.
• Monitor and manage request pipelines to ensure service level expectations are met.
• Maintain accurate records of client communications, requests, and resolutions.
• Proactively identify potential client concerns and work toward timely resolution.
• Support additional client relations initiatives and team projects as needed.
• Contribute to process improvements that enhance client service and operational efficiency.

Skills

Mortgage servicing

Client relations

Communication skills

Organizational skills

Problem-solving

Cross-functional collaboration

MSP familiarity

Tools

MSP

Job description

Who We Are

ServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for eleven consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all.

What We Do

The Client Relations Specialist serves as a key liaison between the organization and its mortgage servicing clients. This role is responsible for managing the facilitation of loan-level and document-related requests, and ensuring a high level of service and responsiveness. The ideal candidate has strong mortgage servicing experience, excellent communication skills, and the ability to manage multiple client requests in a fast-paced environment.

WHAT YOU'LL DO

• Manage day-to-day client communications via email, phone, and virtual meetings as needed.
• Facilitate and track loan-level inquiries and servicing-related requests from clients.
• Coordinate document requests, including servicing records, loan documentation, and reporting materials.
• Work cross-functionally with internal departments (servicing operations, compliance, investor reporting, etc.) to obtain and provide loan level requests back out to clients for their review and response.
• Monitor and manage request pipelines to ensure service level expectations are met.
• Maintain accurate records of client communications, requests, and resolutions.
• Proactively identify potential client concerns and work toward timely resolution.
• Support additional client relations initiatives and team projects as needed.
• Contribute to process improvements that enhance client service and operational efficiency.

WHAT YOU'LL BRING

• 5+ years of experience in mortgage servicing or related mortgage operations roles.
• Strong understanding of mortgage servicing processes, loan servicing data, and documentation.
• Proven experience working directly with clients in a professional service or account support role.
• Excellent written and verbal communication skills.
• Strong organizational skills with the ability to manage multiple client requests simultaneously.
• High attention to detail and strong problem-solving abilities.
• Ability to collaborate across departments and elevate issues appropriately.
• Prior experience in client relations, account management, or servicing support roles within the mortgage industry.
• Familiarity with servicing platforms (e.g., MSP or similar systems).
• Experience coordinating document fulfillment or loan-level data requests.

Pay Range: $58,425 - $77,875 annually This 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.

What We Offer

By choice, we don't simply accept individuality - we embrace it, we support it, and we thrive on it! Our People First culture is inclusive for all employees - not just because it's the right thing to do, but because it's the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.

Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.

Our people are the foundation of First American's success and that is the reason we put them first. This philosophy has cultivated a culture of happy employees who are highly engaged, passionate about their work and leave each day feeling they have made a difference.