Client Relations Account Executive III
New
J
JobgetherMortgage Servicing
Based in United StatesFull-TimeSenior
Salary58,700 - 98,600 USD per year
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Job Details
- Experience
- 5+ years
- Required Skills
- Microsoft ExcelNegotiationPowerPointClient relationship management
Requirements
- High school diploma or equivalent.
- 5+ years of experience in mortgage servicing or mortgage banking.
- 5+ years of customer service or client relationship management experience.
- Strong knowledge of the mortgage industry, including agency and insurer requirements.
- Strong understanding of GSE, HUD, VA, and GNMA guidelines and related servicing requirements.
- Experience with LPS/MSP systems.
- Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
- Strong negotiation, mediation, relationship management, and client communication skills.
- Demonstrated ability to research complex issues, analyze information, and identify root causes.
- Strong organizational skills with the ability to manage multiple priorities and meet tight deadlines.
- Ability to communicate confidently with all levels of management and senior executives.
- Willingness and ability to travel to client, agency, or company locations when required.
- Availability to work normal business hours, with occasional early, late, weekend, or overtime hours as business needs require.
Responsibilities
- Manage and maintain all aspects of assigned client, investor, and insurer relationships, serving as a trusted and responsive relationship partner.
- Act as the primary point of contact for client and agency inquiries, questions, concerns, deliverables, and escalated issues.
- Monitor client satisfaction through monthly comparisons, service trends, SLA performance, and issue tracking, escalating concerns and proposing appropriate solutions.
- Develop and deliver monthly business reviews covering trends, service levels, performance metrics, open concerns, and other relevant account priorities.
- Research, resolve, document, and communicate client and agency issues while ensuring timely updates through final resolution.
- Coordinate and lead proactive client and agency conference calls and meetings, including agenda development and follow-up.
- Provide training and implementation support for new staff within client or agency organizations.
- Maintain current knowledge of mortgage servicing policies, industry developments, and agency requirements.
- Evaluate reports and data to identify trends in client concerns and service performance.
- Recommend improvements to processes, procedures, and operational practices based on research and feedback.
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