Senior Account Manager

This is a fully remote position, open to applicants in Iowa, +2 more states.

📋 Description

• Collaborate with clients to comprehend their business models and identify which products and services align with their needs.

• Analyze issues, establish process requirements, and explore alternative solutions.

• Develop and document workflows for internal teams; work with team members to determine and validate pricing; manage and maintain client-specific pricing for products and services.

• Maintain ongoing awareness of client relationships and engage in continuous communication to ensure all service level agreements (SLAs) are met while proposing additional products and services to fulfill client requirements.

• Establish performance metrics. Oversee reporting, analyze trends, and provide recommendations to ensure the achievement of performance metrics.

• Keep precise reporting related to change management projects to accommodate fluctuations in volume.

• Monitor, document, and escalate service level issues; propose recommendations and drive process enhancements.

• Lead discussions on process, procedure, and priority modifications or additions.

• May serve as a primary contact for clients and their executives regarding system issues or other matters until resolved.

• Assist in the development of Statements of Work (SOWs), contracts, billing services, and client evaluations.

• Collaborate with the sales team to prioritize their requirements to deliver exceptional customer service to clients post-onboarding.

• Oversee processes and coordinate with sales team priorities concerning application, expansion, cancellation, and agent maintenance, ensuring compliance with state and regulatory requirements.

• Aid in monitoring and supporting the onboarding and decommissioning processes.

⛳️ Requirements

• Bachelor's degree in a relevant field or an equivalent combination of education and experience.

• 8+ years of experience within the Mortgage Industry, focusing on servicing, default, and servicing transfers.

• Strong analytical capabilities.

• Demonstrated customer service and relationship management skills.

• Experience collaborating with cross-functional teams/groups; ability to cultivate relationships.

• Organized with a keen attention to detail.

• Project management skills to manage and coordinate a diverse range of objectives; ability to multitask.

• Proficient in Excel.

• Experience managing large datasets, creating and tracking metrics, and analyzing various factors.

• Must possess a solid understanding of ServiceMac’s model as a subservicer along with the products and services offered.

• General understanding of nationwide search guidelines and familiarity with back-office production services across all business segments nationwide.

• Strong problem-solving abilities.

🏝️ Benefits

• Medical

• Dental

• Vision

• 401k

• PTO/paid sick leave

• Employee stock purchase plan