Client Relations Specialist

This is a fully remote position, open to applicants in Iowa, +2 more states.

📋 Description

• Develop, strengthen, and nurture mutually beneficial relationships with designated Specialty Markets clients.

• Deliver first-tier/routine and second-tier/complex customer service.

• Assess customer needs, pinpoint issues, investigate problems, and propose effective solutions.

• Conduct customer training and product demonstrations, including tailored presentations and training sessions.

• Act as a liaison to offshore customer service operations and provide training to entry-level customer service representatives and second-tier resources.

• Suggest and advocate for process improvements, product upgrades, and software modifications.

• Keep management updated on market trends and conditions.

• Evaluate alpha software and provide recommendations regarding its suitability from a customer viewpoint.

• Offer technical support for customer systems, including the Zendesk and Valon platforms.

• Troubleshoot issues, suggest solutions, coordinate repairs, and resolve problems.

• Engage in client-facing meetings to address escalations at the loan, process, and initiative levels.

• Create and enhance customer-oriented PowerPoint presentations, Word documents, Excel spreadsheets, project plans, and other materials.

• Provide regular updates on team activities and client interactions.

• Organize cross-functional and cross-departmental meetings to discuss issues and pursue resolutions.

⛳️ Requirements

• Bachelor’s degree or a comparable combination of education and experience.

• Over 7 years of directly relevant work experience; experience in the mortgage or insurance industry is preferred.

• Proficient in Microsoft Word, Outlook, Excel, Access, PowerPoint, and Internet Explorer.

• Capability to learn custom applications such as Siebel, SWAN, PTS, and A/R.

• Exceptional verbal and written communication skills.

• Strong attention to detail and ability to conduct independent research.

• Ability to lead meetings with vendors, clients, and internal stakeholders.

• Strong presence on remote camera.

• Successful completion of a background check and credit check, where permitted by applicable law.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401k.

• PTO/paid sick leave.

• Employee stock purchase plan.

• Inclusive, people-first workplace culture.

• Equal opportunity employment.