Senior Account Manager

First American

Client Solutions Manager partner with clients to identify product needs and ensure service excellence in the mortgage industry at ServiceMac.

Posted 6/18/2026full-timeRemote • Iowa, North Carolina, South Carolina • 🇺🇸 United StatesSenior💰 $97,700 - $130,300 per yearWebsite

About the role

Key responsibilities & impact

Partner with Client to understand their business model and determine which products and services meet the Client’s needs.
Identifies problems, defines process requirements, researches 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.
Maintain accurate reporting associated with change management projects to facilitate volume increase or decrease.
Track, document and escalate service level concerns; makes recommendations and drives process improvement.
Facilitate process, procedure, and priority additions or changes.
May be point of contact for Client and Client’s Executive issues revolving around the system or other issues to see through to resolution.
Assist with the creation of SOWs, contracts, billing service and client assessments.
Partner with Sales to prioritize their needs in order to deliver the highest level of customer services to Client’s after onboarding.
Manage process and coordinate with sales team priorities of application, expansion, cancellation and agent maintenance ensuring state and regulatory compliance requirements.
Support and monitor onboarding and decommission process.

Requirements

What you’ll need

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; able to build relationships
Organized, attention to detail
Project management skills in order to manage and coordinate a wide variety of objectives; multi-tasker
Strong Excel skills
Experience managing large sets of data, creating and tracking metrics, analyzing multiple factors
Must have 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

Benefits

Comp & perks

medical
dental
vision
401k
PTO/paid sick leave
employee stock purchase plan

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

analytical skillsproject managementExceldata managementmetrics trackingprocess improvementchange managementSOW creationbilling servicesservice level agreements

Soft Skills

customer servicerelationship managementorganizational skillsattention to detailmulti-taskingproblem-solvingcommunicationcollaborationcoordinationfacilitation