Client Relationship Manager

📋 Description

• Oversee the onboarding process for members into credit and verification programs by organizing training sessions, setting up accounts, and supplying essential resources to facilitate a smooth integration into our products and services.

• Act as the main contact for credit and verification technology (MeridianLink and LOLA), liaising with stakeholders and providing customers with vital product updates and pertinent information.

• Develop and uphold service engagement rules and guidelines in collaboration with customers, ensuring they align with their operational needs and preferences.

• Track customer service level agreements (SLAs) to spot performance discrepancies from set targets and benchmarks, escalating concerns and working with the customer service team to identify root causes and apply corrective measures.

• Collect and evaluate customer feedback regarding service delivery obstacles and emerging trends to pinpoint opportunities for improving the overall customer experience.

⛳️ Requirements

• Proven experience with loan origination processes.

• Familiarity with MeridianLink Credit and credit verification interfaces for ordering credit reports and related services.

• Established client-facing experience with a demonstrated capability to engage directly and professionally with clients.

• Ability to manage intricate projects involving multiple stakeholders in a cooperative environment.

• Strong organizational and prioritization abilities with a proven track record of managing several concurrent projects and adhering to deadlines.

• Exceptional verbal and written communication skills, including proficiency in meeting management and stakeholder coordination.

• Ability to preserve confidentiality and manage sensitive information with professional discretion.

• Capacity to perform effectively under pressure while maintaining attention to detail and quality standards.

• Commitment to teamwork and alignment with organizational goals.

• Demonstrated capability to function effectively within agile business settings and adapt to changing processes.

• Strong motivation and ability to acquire new technical and domain knowledge.

🏝️ Benefits

• Comprehensive insurance plans including Medical, Personal Accident Benefit, and Life Insurance.

• Paid holidays (including the day after Thanksgiving and Christmas Eve).

• 19 days of paid time off, totaling 28 paid days off annually.