Client Relations Account Executive III

Role Overview

• Responsible for interacting, managing and maintaining all aspects of the Client and/or Investor and Insurer (combined, known as “Agencies”) relationship
• Responsible for all aspects of Client/Agency satisfaction by ensuring comparisons are done month-to month, escalated issues are brought to attention of manager, suggested solutions are provided, meeting follow up is documented, etc.
• Serve as a main point of contact for all Client/Agency inquiries, questions and concerns
• Understand each Client’s/Agency’s business and is able to speak about all aspects of servicing and understands the industry and best practices
• Responsible for all training and implementation for new staff members within Client’s/Agency’s shop
• Utilizes all resources internally and externally (i.e., agency guides, HUD, etc.) to keep abreast with industry news and changes affecting Client/Agency
• Provides a monthly business review for Client/Agency on trends, SLA’s, etc.
• Researches, resolves, and reports Client/Agency problems and inquiries and ensures timely responses back to the Client
• Ensures timely updates provided to Client/Agency or representative through final problem resolution or completion of Client/Agency deliverable
• Evaluate and assess reports for trending and tracking client concerns/inquiries, and response time to Clients/Agencies
• Coordinates and conducts proactive Client/Agency conference calls and meetings – for all functional areas with proposed agenda to ensure preparedness for meeting and follow up/final resolution
• Makes recommendations to change process, procedures and management controls based on results of problem research and the final solution to Client/Agency raised issues and concerns
• Maintain a thorough knowledge of policies and tools to effectively answer the majority of Client/Agency inquiries without assistance
• Assist other team members as needed due to volume spikes
• All other duties as assigned.

Requirements

• High School Diploma or equivalent required
• 5+ years of experience in mortgage servicing or mortgage banking
• 5+ years of customer service experience
• Strong knowledge of the mortgage industry; agency and insurer experience required
• Strong knowledge of GSE, HUD, VA and GNMA guides
• Strong knowledge of Default and industry experience preferred
• Strong knowledge of LPS/MSP Systems
• Strong knowledge of Microsoft Suite applications and systems (i.e., Excel and PowerPoint)
• Strong negotiation and mediation skills, to structure a negotiation that serves the best interests of LoanCare
• 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 fast paced environment
• Ability to travel to Client/Agency and/or LoanCare site locations
• Ability to communicate and work with all levels of management and senior executives
• Ability to meet client, department and investor standards with regard to job 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.