Client Relations Manager

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

📋 Description

• Lead the department and manage the Client Relations team.

• Supervise multiple client accounts to ensure daily activities, responsibilities, and deliverables meet client expectations.

• Oversee and monitor the training and onboarding of new employees within the client's or agency's environment.

• Utilize all available internal and external resources (such as agency guides, HUD, etc.) to stay updated on industry trends and changes that impact clients and agencies.

• Provide guidance, feedback, and coaching to staff to enhance processes and communication.

• Act as a point of contact for issues escalated internally involving clients and/or Client Relations personnel.

• Track and analyze issues, escalating concerns to management as necessary.

• Ensure staff are informed about industry updates, changes, and best practices to maintain client satisfaction.

• Organize and engage in the training of new employees.

• Conduct general staff meetings and participate in senior management discussions as required.

• Engage in and coach the team during proactive client/agency conference calls and meetings across all functional areas, ensuring agenda preparation and follow-up resolutions.

• Verify timecards and conduct performance reviews; interview candidates for new positions.

• Manage and uphold departmental policies and procedures.

• Perform all other assigned duties.

⛳️ Requirements

• High School Diploma or equivalent qualification.

• A minimum of 8 years of experience in client relations or customer service within the mortgage servicing or mortgage banking sectors.

• At least 5 years of supervisory or managerial experience.

• Extensive knowledge of the industry and agencies (GNMA, FNMA, FHLMC).

• In-depth understanding of the mortgage industry, including agency and insurer experience.

• Proficient negotiation and mediation skills.

• Excellent vendor/client management and communication skills.

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

• Proficient knowledge of Microsoft Office applications and systems (e.g., Excel, PowerPoint).

🏝️ Benefits

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

• Paid holidays, vacation, and sick leave.

• Fidelity National Financial matching 401(k) and employee stock purchase plans.

• Access to mental health resources, including complimentary Calm memberships.

• Discounts on gym memberships, pet insurance, and employee purchasing programs.

• Access to a tuition reimbursement program for ongoing education and professional development.