Client Manager Lead-Mortgage Technology- Open to Remote

Company: First American Financial Corp.
Location: American Falls
Posted on: April 5, 2021

Job Description:

Remote Client Relationship Manager - Team Lead Job Family: Project & Program Management Requisition Number: R022556 Work Location: Idaho Falls , ID
Secondary Location: Tempe, AZ, US; Santa Ana, CA, US; Orlando, FL, US; Atlanta, GA, US; Grand Rapids, MI, US; Charlotte, NC, US; Pittsburgh, PA, US; Nashville, TN, US; Irving, TX, US; Employment Category: Full Time - Regular Docutech, A First American Company, offers a wide range of document technology solutions for mortgage, home equity and consumer lending, including document generation, eDelivery, eSign and print fulfillment. Our efficient solutions enable lending professionals to produce accurate and compliant loan packages in all 50 states. A career at Docutech means joining First American (NYSE: FAF), a global leader in providing title insurance, settlement services and risk solutions for real estate transactions. First American has been helping customers achieve and protect their dream of homeownership since 1889. People are the key to our continued success, and we invest in diverse talents and backgrounds and empower our teams to achieve more than they could anywhere else. First American has an award-winning culture and has been named to the Fortune 100 Best Companies to Work For-- list for the fifth consecutive year and to more than 50 regional Best Places to Work lists. For more information, please visit www.firstam.com Job Summary The Client Relationship Manager Team Lead will report to the Director of CRM and will manage the CRM's onsite and remote (8-9 full-time employees).You will provide communication, leadership and mentorship to your team that is consistent with the goals set forth by the Director of CRM. You will also collaborate with the Client Success Management (CSM) team as well as the SVP of Client Success.The CRM Team Lead is responsible for assigned client accounts and building strong relationships, ensuring our client's success in utilizing First American products and services.He/She has an extremely strong technical aptitude which is used to troubleshoot and solution complex issues. and is the central point of contact between extended internal support teams and clients, which include large lenders. Essential Functions

• Establish productive, positive, and professional relationships with assigned team. Fostering a sense of belonging amongst on-site and remote team players.
• Acts as the team's resource and subject matter expert to answer questions and create resolutions using experience, best practices and sound judgment.
• Provide consistent and timely one on one (1:1) mentor and coaching to ensure employee growth and retention
• Assist and deliver team business objectives and goals.
• Create an open communication culture assisting in day to day team needs and escalations.
• Complete first level interviews of potential employees and recommend 2nd level interviews to Director of CRM.
• Create and deliver on-boarding and training of new hires, ensuring they have the tools to effectively perform their job responsibilities.
• Collaborate and foster relationships with other departments on enhancing processes
• Liaison between the CRM team and leadership
• Foster positive relationships between CSM and CRM teams to assist with client growth
• Proactively assess, clarify, and validate team success and areas of improvement needs on an ongoing basis.
• Ability to understand and communicate technical aspects of enhancements and new requirements
• Coordinate and assist with implementing new products and features
• Partner with required departments across organization, including support, services and management resources, in order to meet account performance objectives and clients' expectations.
• Participate in tracking, reporting and performance, of Key Performance Indicators (KPI) for individual and team that reflect and support First American's strategic objectives.
• Independently oversees medium to large scale projects.
• Follows company policies and procedures to ensure the integrity of First American products and services Knowledge and Skills/Technology Used
  • Minimum of 6 years' experience within mortgage industry and/or mortgage technology.
  • Minimum 1-2 years people management experience, displaying an ability to lead and mentor thru positivity and constructive feedback.
  • Excellent interpersonal, relationship-building and teamwork skills
  • Self-motivated; self-starter
  • Ability to manage multiple tasks, respond quickly to emergent problems
  • Excellent verbal and written communication skills.
  • Ability to communicate with Senior and Executive Level Leadership
  • Experience with MISMO XML Data Files and Loan Origination Systems.
  • Strong analytical and organizational skills.
  • Strong technical aptitude.
  • Ability to work in a fast-paced environment while meeting deadlines and deliver high quality results. Typical Education
    • Bachelor's degree or equivalent combination of education and experience. Typical Range of Experience
      • 6-8 years' experience within mortgage industry and/or mortgage technology.
      • Previous client management and/or people management experience preferred. 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. Returning users, access your profile or edit/update your resume. Careers // Remote Client Relationship Manager - Team Lead - R022556 First American Title Insurance Company makes no express or implied warranty respecting the information presented and assumes no responsibility for errors or omissions. First American, the eagle logo, firstam.com, and First American Title are registered trademarks or trademarks of First American Financial Corporation and/or its affiliates.

Keywords: First American Financial Corp., Ogden , Client Manager Lead-Mortgage Technology- Open to Remote, Executive , American Falls, Utah