Client Relations Specialist - ServiceMac

ForFutures Financial, Planning, a financial advisory practice of Ameriprise Financial Services LLC; North Carolina; On-site; USD 74,000 - 99,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

Employee stock purchase plan

Job summary

First American's ServiceMac unit seeks experienced customer service professionals to deliver training, handle complex inquiries, and support client relationships across mortgage and real estate segments.

You will work with offshore teams, test alpha software, prepare client materials, and coordinate cross-functional meetings, with travel to client sites as needed.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 7+ years of directly relevant work experience, mortgage or insurance industry preferred.
• Attention to detail, and ability to conduct research independently.
• Lead meetings with vendors, clients, internal partners

Responsibilities

• Provide customer training/product demonstrations. Training involves determining customer needs, customizing and/or creating presentations/information to meet customer needs/applications, training delivery and checking for understanding.
• Usually travels to customer site to deliver training.
• May serve as liaison to offshore customer service operations providing training to entry level customer service clerks, 2nd tier customer service resource; determine/provide significant input to policies and procedures.
• Make recommendations to and strongly influences management and other staff on process improvements, product enhancements, and/or software.
• May provide technical support. Analysis of customer systems, including Zendesk and Valon platforms, troubleshoots problems, recommends solutions, coordinates fixes and resolves issues.
• Participate in client facing meetings addressing escalations of issues at the loan level, process level and initiative level
• Develop, create, refine customer facing materials that help guide our clients in how to do business with us. Includes Power Point presentations, word documents, excel spreadsheets, project plans and more
• Be responsible for regular reporting on activities within your team and client base
• Coordinate cross functional and cross department meetings where issues are being addressed and resolutions sought for customers, clients and internal partners

Skills

Microsoft Office

Communication skills

Project coordination

Remote collaboration

Attention to detail

Education

Bachelor's degree or equivalent

Tools

Siebel

SWAN

PTS

A/R

Zendesk

Job description

Who We AreServiceMac 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

Establish, build, and maintain mutually beneficial relationships with assigned Specialty Markets clients. Provide full service customer service (from 1st tier/routine to 2nd tier/complex) and focus on complex customer service issues. Analyze customer needs, identify problems, research issues, and recommend solutions.

What You’ll Do

• Provide customer training/product demonstrations. Training involves determining customer needs, customizing and/or creating presentations/information to meet customer needs/applications, training delivery and checking for understanding. Usually travels to customer site to deliver training.
• May serve as liaison to offshore customer service operations providing training to entry level customer service clerks, 2nd tier customer service resource; determine/provide significant input to policies and procedures.
• Make recommendations to and strongly influences management and other staff on process improvements, product enhancements, and/or software. Keeps management informed of market conditions. May test alpha software/ and make recommendations to manager/programmers on viability from a customer perspective.
• May provide technical support. Analysis of customer systems, including Zendesk and Valon platforms, troubleshoots problems, recommends solutions, coordinates fixes and resolves issues.
• Participate in client facing meetings addressing escalations of issues at the loan level, process level and initiative level
• Develop, create, refine customer facing materials that help guide our clients in how to do business with us. Includes Power Point presentations, word documents, excel spreadsheets, project plans and more
• Be responsible for regular reporting on activities within your team and client base
• Coordinate cross functional and cross department meetings where issues are being addressed and resolutions sought for customers, clients and internal partners

What You’ll Bring

Knowledge and Skills/Technology Used

• Proficient in Microsoft applications (Word, Outlook, Excel, Access, PowerPoint, and Internet Explorer) and demonstrate the ability to learn custom applications (Siebel, SWAN, PTS, and A/R).
• Excellent verbal and written communication skills.
• Typical Education
• Bachelor's degree or equivalent combination of education and experience
• Typical Range of Experience
• 7+ years of directly relevant work experience, mortgage or insurance industry preferred.
• Attention to detail, and ability to conduct research independently
• Lead meetings with vendors, clients, internal partners
• Strong remote camera presence

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

Pay Range: $73,900.00 - $98,500.00 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.

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.