Client Solutions Manager – Mortgage Servicing Retention (remote)

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<div class="isg-job-description“>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 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.

What We Do

The Client Solutions Manager, Mortgage Servicing Retention, serves as the primary point of contact for assigned mortgage servicing clients regarding retention initiatives, borrower engagement programs, and revenue-generating enhancements. Acting in an advisory and consultative capacity, this role partners with clients to identify needs, define scope, develop pricing, and manage implementation of retention-related solutions including digital advertising placements, borrower communications, statement messaging, system integrations, IVR updates, website enhancements, and related initiatives.
This position is responsible for creation of Statements of Work, coordination of cross-functional execution, oversight of billing processes, and tracking and reporting on performance metrics to ensure successful program delivery and client satisfaction.What You’ll DoClient Retention Solutions Management

• Serve as the Single Point of Contact for assigned mortgage servicing clients for all retention-related initiatives.
• Partner with clients to understand portfolio objectives, borrower engagement strategies, and retention goals.
• Identify opportunities to implement revenue-generating programs across digital platforms, borrower portals, servicing systems, statements, IVR platforms, and related channels.
• Provide consultative guidance on available products, enhancements, integrations, and communication options.
• Clarify and document client requirements to ensure alignment on scope, objectives, deliverables, and timelines.

Scope Definition and Commercial Accountability

• Develop and execute Statements of Work outlining deliverables, pricing, timelines, dependencies, and revenue expectations.
• Coordinate contract updates, change requests, and program modifications.
• Partner with Finance to establish accurate billing processes and ensure proper revenue recognition.
• Monitor program utilization and ensure billing aligns with contracted services.

Project and Cross-Functional Management

• Lead cross-functional coordination across Marketing, IT, Operations, Compliance, Product, and Finance teams.
• Define project scope and objectives to support retention initiatives.
• Develop schedules to ensure timely completion of deliverables.
• Identify risks, dependencies, and mitigation strategies.
• Facilitate status meetings and provide consistent updates to internal stakeholders and clients.
• Track, document, and escalate service level concerns as appropriate.

Performance Tracking and Reporting

• Establish and monitor performance metrics associated with retention initiatives.
• Maintain accurate reporting on implementation status, revenue impact, adoption, and performance trends.
• Provide recurring business updates and performance summaries to clients.
• Identify trends and recommend process improvements to enhance client outcomes and operational efficiency.

What You’ll Bring

• 7+ years of experience in mortgage servicing, client management, retention programs, commercial operations, or related fields.
• Experience managing client-facing initiatives involving scope definition, billing coordination, and performance reporting.
• Strong understanding of mortgage servicing operations and borrower lifecycle.
• Knowledge of servicing systems, borrower communications platforms, and system integrations.
• Demonstrated experience managing cross-functional projects with revenue accountability.
• Strong project management skills and ability to manage multiple concurrent initiatives.
• Strong analytical skills with experience creating and tracking performance metrics.
• Organized with exceptional attention to detail.
• Ability to effectively communicate with clients, cross-functional teams, and senior leadership.
• Strong written and verbal communication skills.
• Proficient in Microsoft Excel and reporting tools.
• Demonstrated ability to operate as a self-starter with strong organizational discipline.

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.
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.

 

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