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 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 Do

Views and evaluates applications, renewals, re-pricings, restrictions, and cancellations to determine risk acceptability and coverage. Calculates borrower’s income and expenses to a high standard of accuracy. Manages a caseload of files including all steps necessary from application to modification. Updates and notates system of record and investor portals. Operates according to standard operating procedures and all government and investor regulations. Achieves goals and objectives with a focus on quality of service and improving the customer experience, while not causing unwarranted delays to processes or defaults.

Essential Functions

• Reviews and evaluates policy applications, renewals, re-pricings, restrictions, and cancellations to determine risk acceptability and coverage.
• Reviews loss mitigation package documentation to determine if the homeowner qualifies for a loss mitigation option. Reports information to the investor, client, and insurer.
• Educates homeowners about loan modification programs, forbearance plans, repayment plans, short sales, and deeds in lieu options as applicable.
• Calculates income, expenses, and escrow advances in accordance with departmental and investor/insurer/client guidelines.
• Orders and reviews title searches and BPO/AVM/appraisals as applicable.
• Reviews and implements according to investor/client/insurer guidelines for loan modifications, forbearances and repayment terms, short sales, and deeds in lieu.
• For short sales, reviews marketing strategies, listing history, offer activity. Resolves counter offers in accordance with departmental procedures and investor/insurer/client guideline.
• Requests and follows up on foreclosure holds as necessary.
• Submits loss mitigation requests to investor/client/MI for approval as required.
• Declines files as directed in accordance with departmental procedures as set forth by investor/client/investor/insurer guidelines and sends appropriate denial letter if homeowner does not qualify for a workout option.
• Prepares and sends trial period documents, forbearance plan documents, repayment plan agreements, short sale approval and closing letters and decline letters as needed.
• Monitors status of repayment plans, forbearance plans, and trial period plans and update MSP system and investor system of record with payment records as needed.
• Answers inbound phone calls, return voicemails, escalations, and all other requests within 24 hours from receipt.
• Contacts homeowners and real estate agents to provide status of loss mitigation files.
• Maintains a caseload of files as established by the department.
• Manages written and verbal correspondence between the homeowners, client, investor, insurer, subordinate lien holders, real estate agents, consumer credit counseling services, and foreclosure attorneys.
• Follows functional area’s processes and procedures in daily activities, troubleshoots as needed and recommends suggestions for continuous improvements to overall operations.
• Actively contributes to the results of a team and works toward achieving goals and objectives.

Job Complexities & Impact

Uses established procedures to perform assigned tasks. Instructions may be detailed for new assignments.

Supervision Received or Extended

No responsibility for the supervision of others. Works under supervision applying established techniques, procedures or specific standards. Work may be reviewed for soundness of judgment and overall accuracy.

Knowledge and Skills/Technology Used

• Working knowledge of fundamental concepts, practices and procedures of department/field.
• Knowledge of Black Knight MSP system preferred.
• Knowledge of Consumer Finance Protection Bureau (CFPB) and Fair Debt Collection Practices Act (FDCPA) guidelines preferred.
• Risk assessment skills.
• Organized and self-motivated with ability to meet strict deadlines.
• Persuasive and professional communication skills.
• Strong Customer Service skills.
• Strong verbal and written communication skills.
• Demonstrated ability to provide attention to detail and concern for accuracy and consistency in results.
• Ability to learn rules, regulations, and laws to meet state, investor, client, and insurer guidelines.
• Establishes effective working relationships at the work group level.

Typical Education

High School diploma or equivalent. Some college preferred.

Typical Range of Experience

1-3 years of experience in Collections, Loss Mitigation or other mortgage banking, mortgage servicing or real estate related experience. 1-3 years of mortgage servicing Loss Mitigation Underwriting experience strongly preferred.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal work hours and/or responsibilities from time to time, as needed.

Pay Range

$50,800 - $67,725 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 Offer

By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First culture is inclusive for all employees - not just because it's the right thing to do, but 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.