Sr Client Account Manager (Open to Remote)

Who We Are

Join a team that puts its People First! As a member of First American’s family of companies, DataTrace is the nation’s largest provider of title and tax data, analytics and title automation for title companies nationwide. Our leading technology allows quick access to title history information, property tax assessment and payment data, document images, and property files in major metropolitan areas across the United States. Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. 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 ten 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. For more information, please visit www.careers.firstam.com.

What We Do

Responsible for the advocacy and management of business-to-business client(s) in a loan servicing environment which includes providing the highest level of service to clients and their customers. Cultivate and maintain ongoing client relationships, optimize overall client satisfaction, and instill client confidence. Responsible for oversight of portfolio health and client performance. Interact with senior level staff, internal and external, to coordinate initiatives and projects and facilitate solutions with various internal/servicing teams. Manage multiple processes and projects and work with internal departments to develop and improve processes that have broad business impact. Partner with internal managers on client trends to ensure client satisfaction and adherence to contract and business rules, while managing company risk.

What You'll Do

• Generally, manages mid-size to larger clients and/or more complex clients which have larger portfolios with new products or requiring more intensity for oversight etc.
• Analyze and understand client and client’s business structure, culture, goals and needs including future strategy across their enterprise and for servicing. Looks for cross sale and revenue generating opportunities 
• Prepare and conduct monthly business reviews with clients to review FA performance delivery
• Monitors FA’s performance against contractual requirements, Service Level Agreements and KPIs, resolving issues between client and internal operational units   
• Work with client and internal business units on contract changes, change requests and statements of work documenting required activities and corresponding compensation representing revenue opportunities
• Deliver prompt and effective global communication relating to incidents, process changes, enhancements and overarching company information ensuring consistent messaging, client satisfaction and accuracy. Educate clients on company technology and processes
• Address client concerns in a timely manner or escalate if necessary  
• Coach client on available reporting tools; fulfill ad-hoc reporting requests by creating and enhancing new and existing reports
• Client communications may involve participating in management meetings and discussions, creating and delivering business to business presentations, onsite client visits, and creating client training materials to assist internal business units

What You'll Bring

• Typically requires 5+ years in progressive servicing/subservicing roles
• Industry knowledge
• Black Knight system experience
• Generally, requires BS Degree in a business field or equivalent work experience

Pay Range: $95,300- $124,700

This position is eligible for bonus pay and/or incentives for production or other goals. This 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 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.