Sr. Product Management Support Analyst

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
Working with business departments, investigate complicated loan level issues that require resolution. Document outcome and drive process improvement through controls, workflows and system enhancements. Additionally, as issues are investigated, assess and document business processes, servicing system configurations present and needed, training procedures, standard operating procedures, etc. Act as a member of a ‘swat team’ to jump in and help resolve loan level escalations. Function as a liaison/strategic partner between our Valon Operating System partners and our business and client relations team to resolve issues and identify gaps in understanding or systems to efficiently and accurately function. When new processes are identified, may drive testing, implementation or hand off to business team for implementation.. Seasoned servicing professional analyst managing a wide range of complex and diverse requests. Deep expertise in more than one area of loan servicing. Develops creative solutions and drives change.
HOW YOU’LL CONTRIBUTE
o Front line research and resolution of highly escalated and complex loan related issues on the Valon Operating System.
o Tracks Items to completion.
o Conducts business process evaluations, interviewing internal and external customers, to gain knowledge of business requirements.
o Identifies problems, defines business process requirements, researches alternatives, assists in developing solutions, tests to confirm, and implements solutions over a complete business process.
o Considers the business implications of work flow and processes to the current business environment.
o Create reports; research, analyze, and integrate data to identify and track trends. Adjust project/process direction. Report vital information to management/business partner.
o Other duties as assigned
WHAT YOU’LL BRING
Required Education, Experience, Certification/Licensure
o Typically requires BS degree or equivalent combination of education and experience
o Typically 4- 8 years of directly related loan servicing experience
KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)
o Excellent organizational skills and efficient at managing multiple priorities
o Strong written and oral communication skills in order to define business and technical parameters and lead team to meet business requirements
o Analytical skills
o Ability to dig in and understand how new technology functions.
o Has deep knowledge of multiple areas of loan servicing.
o Business acumen
o Experience with Valon Operating System preferred
Pay Range: $77,250.00 - $102,975.00 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 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.