Senior Client Account Manager - Remote

First American Financial; Wilton (CA); Remote; USD 86,000 - 116,000; Full time

Job summary

A leading mortgage servicing company in California is seeking a Client Relationship Manager to manage and advocate for business-to-business client relationships. Responsibilities include overseeing client satisfaction, preparing monthly business reviews, and monitoring performance against contractual requirements. The ideal candidate should have over 8 years of experience in mortgage servicing along with strong problem-solving and communication skills.

Benefits

Medical benefits

401k

Employee stock purchase plan

PTO/paid sick leave

Qualifications

• 8+ years in mortgage servicing or subservicing roles required.
• 5+ years of client relations experience needed.
• Strong presentation skills and ability to manage large projects.

Responsibilities

• Manage and advocate for business-to-business client relationships.
• Prepare monthly business reviews with clients.
• Monitor performance against contractual requirements and SLAs.

Skills

Client relations

Problem-solving

Communication

Attention to detail

Project management

Tools

Black Knight system

MS Office

Reporting tools

Job description

Overview

Who We Are ServiceMac is a new sub-servicing entity backed by leading mortgage servicing industry practitioners. ServiceMac focuses on providing superior technology, products, and services for the mortgage and real estate industries, backed by personalized service and support. Our offerings span the mortgage continuum, aiming to enhance security, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has earned recognition including being named to the Fortune 100 Best Companies to Work For list for ten consecutive years, plus awards for women, diversity, and LGBTQ+ employees, and placement on numerous regional best places to work lists. First American will always strive to be a great place to work, for all.

What We Do

Responsible for the advocacy and management of business-to-business client relationships in a loan servicing environment, providing the highest level of service to clients and their customers. Cultivate and maintain ongoing client relationships, optimize client satisfaction, and instill client confidence. Oversee portfolio health and client performance. Interact with senior internal and external stakeholders to coordinate initiatives and facilitate solutions with servicing teams. Manage multiple processes and projects, and collaborate with internal departments to improve processes with broad business impact. Partner with internal managers on client trends to ensure satisfaction and adherence to contracts and business rules while managing company risk.

What You’ll Do

• Generally, manages larger clients and/or more complex clients with larger portfolios, new products, or higher oversight requirements.
• Analyze and understand client structures, culture, goals, and needs, including future strategy across their enterprise and servicing. Identify cross-sell and revenue opportunities.
• Prepare and conduct monthly business reviews with clients to review ServiceMac’s performance delivery.
• Monitor ServiceMac’s performance against contractual requirements, Service Level Agreements and KPIs, resolving issues between client and internal operations.
• Work with clients and internal business units on contract changes, change requests, and statements of work, documenting activities and related revenue opportunities.
• Deliver prompt and effective global communication regarding incidents, process changes, enhancements, and company information to ensure consistency, client satisfaction, and accuracy. Educate clients on company technology and processes.
• Address client concerns in a timely manner or escalate if necessary.
• Coach clients on available reporting tools; fulfill ad-hoc reporting requests by creating and enhancing reports.
• Participate in management meetings and discussions, create and deliver client presentations, onsite client visits, and client training materials to assist internal units.
• Apply seasoned professional judgment with a full understanding of industry practices and policies.
• Troubleshoot complex problems and identify solutions within broad functional expertise.
• Recognize that errors will have significant business and financial impact.
• Negotiate, persuade, and gain consensus across cross-functional teams.
• Resolve more complex issues with limited supervision.
• Typically, provide no formal supervision but may offer guidance or training to less experienced team members.
• Work independently under broad supervision and rely on experience and judgment to perform job functions.
• Exercise creativity and latitude in approach.

What You’ll Bring

• Typically requires 8+ years in progressive servicing/mortgage servicing or subservicing roles.
• 5+ years of client relations experience.
• Industry knowledge and Black Knight system experience.
• In-depth understanding of company and client requirements.
• Excellent written and verbal communication skills.
• Demonstrated ability to manage priorities and time effectively.
• Strong knowledge of MS Office and title/escrow software to create/update documents with formulas and formatting.
• Knowledge of required reporting tools.
• Ability to present effectively before groups of clients and management.
• Strong attention to detail and client service skills to retain and build critical relationships.
• Tenacity for solving detailed issues.
• Experience communicating and consulting with team members, clients, and management regarding business processes.
• Strong presentation and meeting facilitation skills.
• Experience planning and managing large-scale processes and projects with interdependencies.
• Experience with risk management.

Salary Range: $86,675 - $115,550 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 factors including job-related knowledge, skills, experience, business requirements, and geographic location.

What We Offer

By choice, we don’t simply accept individuality—we embrace it, support it, and thrive on it. Our People First Culture celebrates diversity, equity, and inclusion not only because it’s the right thing to do, but also because it’s key to our success. We 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 benefits like an employee stock purchase plan.

Disclaimer

The above statements describe the general nature and level of work performed by people assigned to this classification. They are not an exhaustive list of all responsibilities, duties, and skills required. All personnel may be required to perform duties outside normal hours or responsibilities as needed.