Documentation Program Manager (Remote)

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 nine 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

Working with business departments, drive process improvement through seeking out and identifying opportunities and business process definition by defining and assisting with implementation or changes to letters. Oversee projects for business departments and/or act as a liaison/strategic partner between FAC and government entities, vendors, corporations, and other FA divisions to define business processes and/or generate, update and create various products and services. When new processes are identified, may drive implementation, or hand off to Project Management Team for implementation. Works in partnership with other Business Analysts to gather information and complete assignments. Responsible for maintaining and organizing the outbound documents library, which includes classified and unclassified documents originating within the company. Streamlines the document process by reviewing and tracking document activity to reduce the number of duplicates coming in from multiple sources within the company and from outside vendors.

What You’ll Do

• Creates and manages a library for all outbound documents, such as OLLW (OnLine Letter Writer) documents, including documents that come from multiple vendors and/or clients.
• Responsible for the storage and indexing of outbound documents to ensure that documents can be retrieved easily.

• Gathers information and data on business process and procedures.
• Receives/identifies problem or process, researches alternatives, contributes to presentations, tests to confirm, and participates in implementing solutions for defined business processes.
• Works on standard issues/problems.
• Exercises judgment within defined procedures and practices to determine appropriate action.
• Follows department processes and procedures and may make recommendations to these processes.
• Completes assignments / achieves set objectives.
• Reviews documents to determine distribution requirements and processes, and distribution requests according to established procedures.
• Coordinates the verification, approval, and processing of outbound documents. Tracks document activity to minimize duplicate documents/letters that come from multiple sources within the company and from outside vendors.
• Identifies problems, defines business process requirements, researches alternatives, negotiates for resources, develops solutions, gains consensus, tests to confirm, and implements solutions over a complete business process.
• Considers the business implications of workflow and processes to the current business environment.
• Interactions are typically within the department/work group.

Job Complexities & Impact

• Uses skills as a seasoned, experienced professional with a full understanding of industry practices and established policies and procedures
• Troubleshoots a wide variety of complex problems and identifies solutions within broad application of functional expertise
• Errors will have significant business and financial impact
• Ability to establish and maintain effective working relationships at the senior management level across functional groups and business units

Supervision Received or Extended

• Typically does not have formal responsibility for the supervision of others
• Provides functional advice or training to less experienced team members
• Works independently with supervisory consultation

What you’ll Bring

• Bachelor’s degree or equivalent combination of education and experience
• Excellent organizational and project management skills
• Strong written and verbal communication skills in order to define business and technical parameters and lead team to meet business requirements
• Analytical skills
• Has knowledge of general business environment/operation and has general cost benefit awareness
• Business acumen
• Excellent interpersonal, relationship-building and teamwork skills
• Self-motivated; self-starter
• Ability to manage multiple tasks, respond quickly to emergent problems, and focus both on long-range projects and immediate tasks
• Proficient in Microsoft Word, Excel and PowerPoint

Salary Range: $65,550 – $109,225 Salary

This hiring range is a good faith and reasonable estimate of the salary range of possible compensation at the time of the posting and is subject to change. The actual compensation offered will be determined by various factors, which may include a candidate’s education, training, experience, 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 celebrates diversity, equity and inclusion not simply because it’s the right thing to do, but also 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.