Client Relations Account Executive III

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

📋 Description

• Accountable for engaging, overseeing, and nurturing all facets of the relationship with Clients, Investors, and Insurers (collectively referred to as “Agencies”).

• Tasked with ensuring Client/Agency satisfaction by conducting month-to-month comparisons, escalating issues to management, proposing solutions, and documenting follow-ups from meetings.

• Acts as the primary contact for all inquiries, questions, and concerns from Clients/Agencies.

• Possesses a comprehensive understanding of each Client’s/Agency’s business, enabling informed discussions on servicing aspects while being knowledgeable about industry standards and best practices.

• Responsible for training and onboarding new staff members within the Client’s/Agency’s operations.

• Leverages both internal and external resources (e.g., agency guides, HUD, etc.) to stay updated on industry news and changes impacting Clients/Agencies.

• Delivers a monthly business review to Clients/Agencies detailing trends, Service Level Agreements (SLAs), etc.

• Investigates, resolves, and communicates Client/Agency issues and queries, ensuring timely feedback to the Client.

• Guarantees that timely updates are provided to Clients/Agencies or their representatives until the resolution of issues or completion of deliverables.

• Evaluates and analyzes reports to identify trends and track client concerns/inquiries, as well as response times to Clients/Agencies.

• Organizes and leads proactive conference calls and meetings with Clients/Agencies across all functions, preparing an agenda to ensure readiness and follow-up for resolutions.

• Suggests modifications to processes, procedures, and management controls based on the outcomes of problem investigations and the final resolutions of issues raised by Clients/Agencies.

• Maintains extensive knowledge of policies and tools to proficiently address most Client/Agency inquiries independently.

• Supports fellow team members as necessary during periods of increased workload.

• Executes additional responsibilities as assigned.

⛳️ Requirements

• High School Diploma or an equivalent qualification is necessary.

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

• At least 5 years of customer service experience.

• In-depth knowledge of the mortgage industry; experience with agencies and insurers is essential.

• Strong familiarity with GSE, HUD, VA, and GNMA guidelines.

• Preferred knowledge of Default and industry experience.

• Comprehensive understanding of LPS/MSP Systems.

• Proficient in Microsoft Suite applications and systems (such as Excel and PowerPoint).

• Strong negotiation and mediation abilities to structure negotiations that align with LoanCare's best interests.

• Excellent relationship management skills and effective communication with vendors/clients.

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

• Detail-oriented with the capability to manage multiple priorities and meet deadlines effectively.

• Ability to thrive in a fast-paced environment.

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

• Capacity to communicate and collaborate with all management levels and senior executives.

• Proven ability to meet client, department, and investor standards in job knowledge, quality, efficiency, initiative, teamwork, customer service, productivity, and overall performance.

🏝️ Benefits

• Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance.

• Time Off: Paid holidays, vacation, and sick leave.

• Retirement & Investment: Fidelity National Financial matching 401(k) and employee stock purchase plans.

• Wellness Programs: Access to mental health resources, including complimentary Calm memberships, along with initiatives that encourage physical and emotional well-being.

• Employee Recognition: Programs designed to celebrate achievements and milestones.

• Lifestyle & Learning Perks: Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports your ongoing education and professional development.