Client Relations Account Executive III

This is a fully remote position, open to applicants in United States.

📋 Description

• Engage with, oversee, and sustain all facets of Client, Investor, and Insurer relationships.

• Guarantee Client/Agency satisfaction through monthly evaluations, issue escalation, solution proposals, documented follow-ups, and resolutions.

• Act as the primary contact for Client/Agency inquiries, questions, and concerns.

• Comprehend each Client’s/Agency’s servicing business, industry, and best practices.

• Execute training and implementation for new personnel within Client/Agency organizations.

• Keep abreast of industry news and changes utilizing internal and external resources, including agency guides and HUD.

• Deliver monthly business reviews that highlight trends and SLAs.

• Investigate, resolve, and report on Client/Agency issues and inquiries.

• Provide prompt updates until final problem resolution or completion of deliverables.

• Assess reports for trends, client issues, inquiries, and response times.

• Organize and conduct proactive conference calls and meetings across various functional areas.

• Suggest process, procedure, and management-control modifications based on issue research and solutions.

• Maintain knowledge of policies and tools to independently address most Client/Agency inquiries.

• Support team members during peak volume periods.

• Carry out additional duties as assigned.

⛳️ Requirements

• High School Diploma or equivalent is mandatory.

• A minimum of 5 years of experience in mortgage servicing or mortgage banking.

• At least 5 years of customer service experience.

• Extensive knowledge of the mortgage industry; agency and insurer experience is essential.

• In-depth understanding of GSE, HUD, VA, and GNMA guidelines.

• Preferred knowledge of Default and industry experience.

• Proficient in LPS/MSP Systems.

• Strong expertise in Microsoft Suite applications and systems, including Excel and PowerPoint.

• Excellent negotiation and mediation skills.

• Strong relationship or vendor/client management and communication abilities.

• Superior analytical, problem-solving, research, interpretive, and decision-making skills.

• Detail-oriented, capable of managing multiple priorities and meeting deadlines.

• Ability to thrive in a fast-paced environment.

• Willingness to travel to Client/Agency and/or LoanCare site locations.

• Competence in communicating and collaborating with all levels of management and senior executives.

• Capability to meet client, department, and investor standards.

• A quiet, private home workspace and high-speed internet connection with a minimum of 25 Mbps download and 10 Mbps upload speeds.

• Availability to work standard business hours, as well as early, late, or weekend hours as necessary.

• Overtime may be required as needed.

🏝️ Benefits

• Optional medical, dental, vision, life, and disability insurance.

• Paid holidays, vacation, and sick leave.

• Fidelity National Financial matching 401(k).

• Employee stock purchase plans.

• Complimentary Calm memberships and mental health resources.

• Initiatives for physical and emotional wellness.

• Employee recognition programs.

• Discounts on gym memberships.

• Discounts on pet insurance.

• Employee purchasing programs.

• Tuition reimbursement program.

• Necessary work equipment will be provided.

• Flexible remote work options.