Client Relations Manager
New
J
JobgetherMortgage Servicing
Based in United StatesFull-TimeManager
Salary74,600 - 139,800 USD per year
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Job Details
- Experience
- 8+ years of client relations or customer service experience within mortgage servicing or mortgage banking; 5+ years of supervisory or management experience.
- Required Skills
- SharePointMicrosoft ExcelClient relationship managementPowerPoint
Requirements
- High school diploma or equivalent required; Bachelor’s degree in Business, Communications, or related field preferred.
- 8+ years of client relations or customer service experience within mortgage servicing or mortgage banking.
- 5+ years of supervisory or management experience.
- Strong knowledge of mortgage servicing operations, agency requirements, and industry practices.
- Experience with GSE, HUD, VA, and GNMA guidelines and requirements.
- Knowledge of mortgage default servicing is preferred.
- Familiarity with LPS/MSP systems and related servicing technologies.
- Strong client management, vendor management, negotiation, and mediation skills.
- Excellent written and verbal communication abilities.
- Strong analytical, research, problem-solving, and decision-making skills.
- Proficiency with Microsoft Office applications, including Excel and PowerPoint.
- Experience with project management tools such as SharePoint is a plus.
Responsibilities
- Lead and manage the Client Relations team, providing direction, coaching, feedback, and performance support.
- Oversee multiple client accounts to ensure daily responsibilities, service commitments, and deliverables are achieved successfully.
- Monitor onboarding, training, and implementation activities for new team members supporting client operations.
- Serve as a primary escalation point for client concerns, internal issues, and complex relationship matters.
- Build and maintain strong relationships with clients, industry partners, and internal stakeholders.
- Facilitate proactive client meetings and conference calls to resolve open items and follow up on action plans.
- Track trends and recommend process improvements to enhance client satisfaction.
- Conduct employee interviews, performance reviews, and timecard verification activities.
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