Customer Account Specialist

firstam; Fort Mill (SC); On-site; USD 51,000 - 68,000; Full time

Benefits offered by this job

Medical plan

Dental plan

Vision plan

401k

PTO

Job summary

First American's ServiceMac unit is seeking a skilled customer service professional to manage complex client inquiries across mortgage servicing. You will analyze customer needs, research issues, and offer effective solutions to improve satisfaction and retention.

Travel to client sites may be required to deliver training, demonstrate products, and support the sales team, with a focus on accuracy, process improvement, and responsive service.

Qualifications

• Proficient in Microsoft applications and learn custom applications (Siebel, SWAN, PTS, A/R).
• Excellent verbal and written communication skills.
• Bachelor's degree or equivalent combination of education and experience.

Responsibilities

• Perform trend analysis of issues and market conditions affecting product, policy, or processes.
• Visit client sites to maintain relationships and support customer service and retention.
• Collaborate with sales to assess customer needs and provide recommendations.
• Provide installation of equipment/hardware/software and customer training/demonstrations.
• Assist offshore service operations and contribute to policies and procedures.
• Suggest process improvements and test alpha software from a customer perspective.
• Offer technical support by analyzing systems and coordinating fixes.

Skills

Microsoft Office

Verbal & written communication

Education

Bachelor's degree or equivalent

Tools

Siebel

SWAN

PTS

A/R

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

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.

Essential Functions

• Perform trend analysis of issues and market conditions resulting in changes to product, policy and/or processes.
• Visit Client sites, visiting clients in their offices. These visits may result in additional sales, but the goal is customer contact, servicing, public relations, training, and retention.
• Partner with sales department, providing information and recommendations on customer needs
• Provide equipment/hardware/software installation
• 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, troubleshoots problems, recommends solutions, coordinates fixes and resolves issues.
• May participate in sales function: Recommend and close sales enhancements/add-ons, Customer sign-ups/set-ups, Qualify customers, provide pricing plan, coordinate contracts, Work with sales person to close the deal, Participate in trade shows

Job Complexities

• Assignments are general and less complex in nature and instructions are usually detailed.
• Has some latitude for un- reviewed action or decision.
• Focus of interaction is at middle manager level.

Supervision Received or Extended

• Works under general supervision setting own priorities and objectives.
• Ability to independently make decisions up to an authorized amount.
• Requests or issues that are above scope of responsibility and approval limits are referred next level underwriter.
• No responsibility for the supervision of others.

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

• 3-5 years of directly relevant work experience, mortgage or insurance industry preferred.

Pay Range: $50,800 - $67,725 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.