Senior Specialist, Client Services

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

📋 Description

• Assist in managing trade operations and collateral-related services for various client trades and/or projects.

• Generate and promptly deliver precise trade reports to clients in line with their schedules/calendars.

• Fulfill ad hoc reporting requests made by clients and Trade/Portfolio Managers.

• Ensure client reports are accurate and provided a minimum of 24 hours before scheduled calls.

• Review trade-level reports to confirm that projects are on track and tasks are updated accurately.

• Report issues to the Functional, Reconciliation, and Chain teams.

• Liaise directly with relevant teams on high-priority deals/tasks for assigned clients.

• Analyze and resolve loan-level issues assigned by other departments.

• Identify and rectify discrepancies in task-coding and reporting.

• Validate chains of assignments, order assignments, and Allonges for tasks/portfolios of assigned clients.

• Manage urgent and one-off requests for document creation, recording, cancellation, and retrieval.

• Retrieve images from custodians and sellers, upload them into CAM, and coordinate pre-settlement timelines.

• Carry out additional duties as assigned by the manager.

⛳️ Requirements

• A Bachelor's degree in a related field is required, or an equivalent combination of education and experience.

• At least 3 years of experience or expert-level knowledge in reviewing, assessing, and curing mortgage collateral documents.

• Previous experience in Specialist I, Client Services Support I is strongly preferred.

• Some knowledge of mortgage-related documents is preferred.

• Responsible for investigating and resolving escalated issues and problems at the loan or task level.

• Strong attention to detail in reviewing and entering information from documents.

• Ability to independently compose professional correspondence for internal/external clients.

• Capability to conduct web-based research independently.

• Proficient in Excel, including lookups, pivot tables, and basic formulas.

• Proficient in Microsoft Office, including Excel, Word, and Outlook.

• Demonstrates good judgment when handling confidential borrower data (SSN).

• Proven customer service and interpersonal skills.

• Quick and precise data entry skills.

• Makes independent task-level or loan-level decisions after conducting research and within delegated authority levels.

• Self-motivated with the initiative to research, inquire, and apply information.

• Capable of independently organizing, tracking, and prioritizing assigned work.

• Conducts quality control (QC) and review of the work of others.

• Monitors, reports, and escalates workflow timelines in accordance with service level requirements.

• Ability to collaborate effectively and work as part of a team.

• Ability to perform under pressure in a fast-paced, deadline-driven environment.

• Willingness to work overtime, including weekends, as needed.

🏝️ Benefits

• Paid Time Off (PTO)

• Paid holidays

• Medical insurance

• Dental insurance

• Vision insurance

• Life insurance

• Disability insurance

• 401K