Operations Supervisor (Remote possible)

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 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 DoServiceMac 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.
The Operations Supervisor is responsible for monitoring and completing all activities related to claim filing in accordance with statutory compliance, regulatory compliance, and company guidelines. This position is responsible for monitoring claims timelines and workflow processes on files in which a claim must be filed. These files should be managed in accordance with established work rules, goals & objectives to improve timeline and performance. The candidate will be expected to establish/maintain a culture of team collaboration, accountability, operational excellence, and unwavering commitment to customer service and satisfaction.

PRIMARY DUTIES / RESPONSIBILITIES:

• Responsible for servicing mortgage accounts to ensure the claim is processed in compliance with all state and federal laws while maintaining compliance with Investor, Insurer, Agency and company guidelines. This includes the following:
• Monitors loans to ensure required milestone(s) are met.
• Completes claim filing/activities by interacting and instructing various parties such as attorneys, investors, insurers, and any other party involved with the claim.
• Must ensure acceptable quality assurance metrics are met
• Monitor all claims filed and through completion of payment
• Knowledgeable in required research and escalation of any possible high risk claim denials
• Experienced leader of a claims department engaging in activities such as preparing, filing, monitoring payment and application of loss mitigation claims
• Implement goals, objectives and work standards for the claims department to ensure all milestones are achieved
• Provides recommendations to management on process improvement opportunities within the department and outside where applicable to minimize risk exposure.
• Follows departmental and business policies with strict adherence.
• Prioritizes allocated work to ensure timely and accurate resolution to both external and internal partners.
• Monitors vendors performance by reviewing system/database activities throughout the default process
• Diligently follows up on outstanding requests and telephone calls from internal and external partners
• Monitors exception reporting used as key controls for minimizing risk

MINIMUM REQUIREMENTS

• 5+ years of Default Loss Mitigation Claim Experience Required
• GSE and GNMA Claim experience

Desired:

• ICE technology: MSP and LoanSphere Claims experience

• Knowledge of advance computer software programs to include Windows, Microsoft Word and Excel, Internet and Microsoft Outlook experience preferred
• Requires an extreme attention to detail and ability to adhere to strict guidelines and procedures
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary internal and external customer service
• Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices
• Excellent oral communication skills, including ability to effectively coach, motivate, and lead staff

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: $73,900.00 - $98,500.00 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. 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.