What We DoThe Client Solutions Manager (CSM), acting in an advisory and consultative role, is the primary point of contact for National Agency management, sales, team, agents and production team related to Technology, Production and Sales Support. Conducts process evaluations, gains knowledge of business requirements, determines needs, makes recommendations across FA products and services, sets and monitors service levels, creates proposals and agreements.
WHAT YOU'LL DO(1)Technology Client Solutions- Act as liaison and consultant to Sales Reps and Customers regarding products and services. Identify platform requirements and compatibility between Agency and customer technology. Evaluate multiple factors and provide guidance on technology solutions.
- Provide guidance, communicate objectives, and troubleshoot issues for Sales Reps to meet Agency Division initiatives
- Track trends, drive best practices and implement technology solutions that make First American the easiest underwriter to do business with
- Create process enhancements and efficiencies to help agents discover and implement First American technology solutions that save them time and money
- Coordinate technology demonstrations and evaluations
- Coordinate the rollout of products and enhancements for the agents
- Assist development teams with enhancements to the FAST system including prioritization, UAT; and implementation and training specifically for agents.
- Project Management to enhance technology platforms, performance and efficiencies for internal and external customers, adoption of new internal platforms, adoption of enhancements to external platforms
(2) Production Client Solutions Manager- 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 Agent 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. This may include monitoring pipeline reports to ensure that turn times are met and monitoring A/R associated with expense and revenue
- Maintain accurate reporting associated with projects to facilitate volume increase or decrease
- Track, document and escalate service level concerns; makes recommendations and drives process improvement
- Facilitate process, procedure, and geographic additions or changes
- May be point of contact for National agent issues revolving around the FAST Transaction system and other FA products and services
- Assist with billing escalations and change management requests.
(3) Sales Support Client Solutions- Partner with Sales to prioritize their needs in order to deliver the highest level of customer services to agents. Considers implications of work flow and processes.
- Establish and document process and workflow for support staff and sales
- Manage process and coordinate with sales team priorities of application, expansion, cancellation and agent maintenance ensuring state and regulatory compliance requirements
- Track and maintain agent specific requests. Identify trends and make process changes.
- Develop, coordinate and monitor onboarding and cancellation process
- Ongoing client relationship awareness and continual communications
- Monitor compliance and regulatory issues with the underwriting department. Verify client compliance
- Track, document and escalate service level concerns
WHAT YOU'LL BRINGKnowledge and Skills/Technology Used
- Bachelor's degree in a related field or equivalent combination of education and experience
- 8+ years of experience in the Servicing Industry with focus in Mortgage Servicing, Transfers, Default Servicing and Client Management
- Strong analytical skills
- Strong written and verbal communication skills
- Proven on camera presence due to use of Teams every day with internal colleagues and externally clients
- 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 First American's divisions 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
Pay Range: $85,000.00 - $113,300.00 Annually
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 OfferBy 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.
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.
