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First American Financial Corporation
Janae M., Senior Customer Service Representative

Janae M. Senior Customer Service Representative

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Remote Investor Reporting Analyst

Fort Mill, South Carolina; Atlanta, Georgia; Birmingham, Alabama; Chicago, Illinois; Cleveland, Ohio; Florence, Kentucky; Indianapolis, Indiana; Irving, Texas; Nashville, Tennessee; New Orleans, Louisiana; Orlando, Florida; Phoenix, Arizona; Pittsburgh, Pennsylvania; Salt Lake City, Utah; Saint Joseph, Missouri

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Job ID R036887 Date posted Aug. 30, 2022 Category Finance Employment Type Full Time

Company Summary

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 seven 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.

Job Summary

Essential Functions

  • Reports and remits on the company’s mortgage loan servicing portfolio to the investors and reconciles Custodial accounts with medium to high risk/exposure to the Company, including GNMA, FNMA or FHLMC. Reviews investor remittance for accuracy and timeliness to avoid penalties.
  • Works closely with the Investor Reporting team and default group to ensure that processes align with investor guidelines and loan mitigation activity is accurately reported.
  • Works with the Investor Reporting team, the marketing team, and investors to ensure proper setup, sales, and release of loans to new customer on a timely basis.
  • Establishes and maintains a close working relationship with Government-Sponsored Enterprise (GSE)/Investor representatives to ensure all issues and concerns are resolved in a timely manner.
  • Assists in reviewing and responding to all audit exam requests, internal, external, investor, regulatory and state.
  • Reviews payment applications for compliance with investor and Company guidelines.
  • Expedites accurate and timely reporting and remittances for all investors.
  • Assist with audit requests for wire transfers to investors, ensuring adequate documentation, error free computations and accurate source and receiver information, including REG AB and USAP reporting and compliance.
  • Performs analysis and reviews on new reporting formats and or proposed changes to reporting requirements.
  • Interacts with other departmental personnel to ensure new servicing/reporting requirements are in place and functioning as expected.
  • Assists in maintaining policies and procedures in accordance with company and Investor Guidelines.

Knowledge and Skills/Technology Used

  • Ability to read, analyze, and interpret technical procedures, or government regulations
  • Proficiency in writing reports, business correspondence, and procedure manuals
  • Ability to effectively present information and respond to questions from groups of managers, clients and borrowers
  • Understanding of the MSP Investor Reporting workstation
  • Capacity to work with mathematical concepts such as probability and statistical inference
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
  • Knowledge of investor and agency guidelines with regard to investor reporting and accounting, payment application and custodial accounts
  • Great attention to detail and organizational skills
  • Ability to work in a team environment
  • Knowledge of FHA, VA, and USDA loan guidelines
  • Knowledge of Ginnie Mae, Fannie Mae or Freddie Mac servicing guidelines
  • Strong written and verbal communication skills
  • Strong interpersonal skills
  • Self-motivated; self-starter
  • Ability to manage multiple tasks and respond quickly to emergent problems
  • Proficient in Microsoft Word, Excel and PowerPoint

Typical Education

  • Bachelor’s degree or equivalent combination of education and experience

Typical Range of Experience

  • 2-5 years of experience and/or training in an Investor Reporting mortgage servicing environment
  • Minimum of 2 years reporting and reconciliation experience



First American invests in its employees' development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer.

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.

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