Client Relations Account Executive I

Role Overview

• Maintain a pipeline of client requests
• Develop and understand each client’s business rules, type of business, and goals
• Research, resolve, and report client problems and inquiries; ensure prompt responses by partnering with internal/external business partners to meet client’s needs
• Work closely with Client Relations Account Executive II and III to ensure proper level of support to portfolios is provided
• Provide process gaps or portfolio trends to management for tracking and resolution
• Ensure all inquiries are documented, process gaps are identified, and escalated issues are presented to the manager with suggestions, ideas, and solutions
• Maintain a thorough knowledge of policies and tools to effectively answer most client inquiries without assistance
• Assist other team members during volume spikes as needed
• All other duties as assigned

Requirements

• High School Diploma or equivalent required
• 1+ year of experience in mortgage servicing or mortgage banking preferred
• 1+ year of customer service experience preferred
• Knowledge of LPS/MSP Systems preferred
• Knowledge of Microsoft Office applications and systems (e.g., Excel, PowerPoint)
• Strong negotiation and mediation skills
• Strong relationship or vendor/client management and communication skills
• Strong analytical, problem-solving, research, interpretive, and decision-making skills
• Detail-oriented with the ability to successfully manage multiple priorities and meet deadlines
• Ability to work in a fast-paced environment
• Ability to meet client, department, and investor standards in knowledge, quality, efficiency, initiative, teamwork, customer service, productivity, and overall performance.

Benefits

• Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance
• Time Off: Paid holidays, vacation, and sick leave
• Retirement & Investment: Fidelity National Financial matching 401(k) and employee stock purchase plans
• Wellness Programs: Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being
• Employee Recognition: Programs that celebrate achievements and milestones
• Lifestyle & Learning Perks: Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports your continued education and professional growth.