Client Relationship Manager

This is a fully remote position, open to applicants in Arizona, +22 more states.

📋 Description

• Act as the main point of contact for a designated portfolio of servicing clients, investors, and business partners.

• Develop and nurture strong client relationships through proactive communication, operational support, and strategic collaboration.

• Oversee servicing activities, including issue resolution, operational escalations, and client-specific projects.

• Collaborate with internal servicing teams to guarantee timely and precise execution of servicing obligations and portfolio deliverables.

• Propel the implementation of operational enhancements, servicing strategies, and process efficiencies to improve client experience and portfolio performance.

• Track portfolio performance metrics, servicing trends, and operational risk indicators.

• Coordinate and manage client requests, servicing approvals, and operational deliverables in accordance with servicing standards.

• Lead and manage servicing transfer activities, including onboarding and offboarding processes, client communications, data validation, timeline management, and coordination with internal teams and third-party partners to ensure smooth transfer execution.

• Act as the primary liaison for servicing transfer initiatives, ensuring all operational, regulatory, investor, and client requirements are fulfilled accurately and within set timelines.

• Supervise transfer-related activities including data reconciliation, boarding coordination, exception management, and operational tracking.

• Assist with issue resolution related to servicing discrepancies, customer escalations, payment processing, and portfolio exceptions.

• Conduct oversight and reconciliation of servicing-related invoices, fees, reporting, and exception items.

• Perform root cause analysis for operational challenges and collaborate with business teams to implement corrective measures and process enhancements.

• Review servicing agreements and operational requirements to identify risks, gaps, and needs for implementation.

• Aid in the onboarding of new servicing clients and support integration activities across operational teams.

• Prepare and present portfolio updates, operational insights, servicing metrics, and strategic recommendations to leadership and clients.

• Organize and participate in client meetings, servicing transfer meetings, operational reviews, and onsite visits as necessary.

• Assist with special projects, strategic initiatives, and any additional responsibilities assigned by leadership.

⛳️ Requirements

• Bachelor’s degree in Business, Finance, Operations, or a related field is preferred.

• A minimum of 5 years of experience in loan servicing, client management, servicing operations, manufactured housing finance, or related financial services.

• Previous experience in a client-facing servicing, portfolio oversight, or operational management role is strongly preferred.

• Experience in managing or coordinating servicing transfers is preferred.

• Experience in manufactured housing, consumer finance, or specialty servicing is advantageous.

• Strong grasp of servicing operations, loan portfolios, payment processing, escrow administration, servicing transfers, and customer service workflows.

• Familiarity with manufactured housing finance and servicing operations is preferred.

• Knowledge of regulatory servicing requirements and operational compliance standards.

• Exceptional skills in client relationship management and communication.

• Strong analytical, organizational, and problem-solving skills.

• Ability to handle multiple priorities in a fast-paced, growth-focused environment.

• Experience in leading cross-functional operational initiatives and process improvements.

• Strong analytical, reporting, and problem-solving skills, with proficiency in Excel, business intelligence platforms, AI-assisted tools, and operational analytics to enhance decision-making and process efficiency.

• Excellent presentation and executive communication abilities.

• Familiarity with servicing systems, operational reporting tools, or business intelligence platforms is a plus.

• Self-motivated with a keen attention to detail, accountability, and a sense of ownership.

🏝️ Benefits

• Competitive Compensation: We provide a competitive salary along with the opportunity for annual bonuses and variable pay based on your skills and experience.

• Equity for All: In line with our commitment to shared success, all employees receive equity in the company, allowing you to participate in the growth and achievements of Zippy.

• Remote Work: Enjoy the flexibility of working from home in a dynamic, remote-first environment.

• Comprehensive Health Coverage: We offer medical, dental, and vision insurance, as well as company-subsidized benefits like STD, LTD, and life insurance for you and your family.

• Flexible Spending Accounts: Utilize medical and dependent care FSAs to help manage your expenses.

• Training & Licensing Support: We invest in your professional development with resources for training and licensing.

• Paid Time Off: We provide generous PTO—and we encourage you to utilize it!

• Wellbeing Programs: Access a variety of wellbeing resources, including Headspace, Gympass+, Fetch, Spring Health, SoFi, Perkspot, Ladder, and more through our Sequoia Wellbeing Programs.

• Parental Leave: We offer paid parental leave to support you and your growing family.

• No Meeting Wednesdays: Enjoy a mid-week break from meetings to focus and recharge.

• Vibrant Slack Community: Connect with colleagues in our lively remote Slack community, featuring engaging channels around shared interests like travel, pets, sports, food, and more.

• Career Growth: We believe in promoting from within, offering you opportunities to advance your career with us.