What are the responsibilities and job description for the Bulk Loan Boarding Business Analyst (Remote Eligible) position at First American?
Who We AreServiceMac 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 eleven 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 DoResponsible for the implementation and effectiveness of products, services and technical or business systems, software, or solutions so that customers reach their desired outcomes using FA products. Develop project plans to define success for customers, manage change and resources, and ensure that implementations are completed on time, within budget and meet client expectations. Identify training needs, educate customers in best practices, and participate in onboarding activities to help customers maximize FA products and services. Coordinate and communicate timelines / status to clients, external partners, internal teams, management, and impacted groups.
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.
What You'll Do
- Drive effective implementation/ onboarding processes. Build and sustain client relationships.
- Collaborate with management and internal teams to identify client needs and ensure appropriate follow-up.
- Identify, develop, and deliver training and education to clients
- Ensure accurate communication is disseminated across all stakeholders including internal teams, external partners and clients.
- Has responsibility throughout the client onboarding cycle including planning, setup, execution and management of assigned projects.
- Responsible for the initial system setup and provide troubleshooting support during the testing and implementation phase.
- Provide the highest levels of professional customer service throughout the project lifecycle/client relationship.
- Conduct online meetings/conference calls to orient clients, present new functionality, perform training and collaborate with clients about concerns.
- Develop implementation plans which include timelines and metrics for communication, marketing and training activities.
- Create and maintain a "source of truth" for impacted groups with respect to all value-added products and services available.
- Work closely with end user/client to understand and prioritize business goals and information needs.
- Accomplish objectives, identify and address future concepts, and implement best practices.
What You'll Bring
Education, Experience, Licensure, and Certification
- Bachelor's degree of equivalent combination of education and experience
- 8 years of directly related experience
- Leadership skills with ability to build consensus among disparate groups
- Ability to manage multiple clients and projects/tasks simultaneously
- Strong customer service skills
- Strong internal communication skills including ability to work with various departments
- Strong background in Title Insurance, Mortgage, or related industry
- Strong knowledge of department operating systems/applications and software/applications that integrate with those systems
- Familiar with a variety of the field's concepts, practices and procedures
- Strong interpersonal, relationship-building and teamwork skills
- Able to translate and communicate technical information to a nontechnical audience
- Self-motivated; self-starter
- Proficient in Microsoft Word, Excel and PowerPoint
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.