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Client Relations Account Executive
ServiceLink
Jacksonville, FL, United States
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This position reports to the Manager of Client Relations Department. The incumbent is responsible for supporting our Clients with intuitive solutions, industry best practices, all inquiries, implementation and training, tracking and trending of concerns and issues, documenting and updating business rules for operational staff and recommending solutions to Clients and Operations. Ensures timely and accurate responses to client inquiries and requests, understands the Client contract deliverables and business needs, provides solutions and ensures the satisfaction of the Clients assigned as well as mitigating risk for the company.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Maintains and manages all aspects of the Client relationship
• Understands Clients business and is able to speak about all aspects of servicing and understands the industry and best practices
• Main point of contact for client questions, inquiries, and concerns
• Maintains work in footprints to ensure timely follow up and trending of issues
• Provides a monthly business review for Client on trends, SLA’s, etc.
• Required to travel to Client’s office on monthly or quarterly basis
• Researches, resolves, and reports client problems and inquiries and ensures timely responses back to the client
• Ensures daily updates provided to client or client representative through final problem resolution or completion of client deliverable
• Prepares data and reports for trending and tracking client concerns/inquiries, and response time to clients
• Interacts and communicates with clients and internal staff to ensure concerns, inquiries, and issues are addresses timely and appropriately
• Follows-up and ensures Operational managers and supervisors review and revise process, procedures, and controls to prevent future occurrences of problems
• Coordinates and conducts proactive client conference calls and meetings – for all functional areas with proposed agenda to ensure prepared for meeting and follow up/final resolution
• Responsible for all training and implementation for new client staff members within Client’s shop
• Take ownership regarding all aspects of Client satisfaction – 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.
• Performs general clerical functions as needed, such as filing, scanning, faxing, email follow up, maintaining client files, etc.
• Makes recommendations to change process, procedures and management controls based on results of problem research and the final solution to client raised issues and concerns
• Programs and produces various ad hoc reports in the LPS Passport system
• Utilizes all resources internally and externally (agency guides, HUD, etc.) to keep abreast with industry news and changes affecting Client
• Maintains thorough knowledge of, and follows all, Investor, Government, Client and Loan Care policies, procedures, and requirements for assigned duties
• Maintains a thorough knowledge of the LPS and general workstations to effectively answer the majority of Client inquiries without assistance
• Maintain a knowledge of all servicing functions, keep abreast of changes in the industry and present a professional and respectful conduct with Clients and internal staff at all times
• Interacts with departments and responsible for understanding each Client’s business rules and type of business and goals
• Assist with special projects and assignments
• Identifies opportunities to increase revenue and reduce expenses
• All other duties as assigned
Qualifications
GENERAL DUTIES AND RESPONSIBILITIES
• Assumes responsibility for completion of assigned duties. Exercises authority required to accomplish assigned duties and responsibilities and accepts full accountability for results achieved
• Plans and schedules work so that it can be performed efficiently and effectively, reduces costs where possible by improving methods and processes and eliminating non-essential and manual processes and activities
• Strives to consistently produce quality results
• Learns new skills and expands job knowledge to better perform assigned duties
• Maintains high standards of attendance and punctuality
• Keeps manager informed of work activities, developments and problems.
• Complies timely and accurately with instructions provided by manager. If unable to meet a deadline, the deadline must be renegotiated prior to the initial deadline date
• Develops a rapport and maintains a cooperative/team work environment with co-workers and management
• Develops a rapport and maintains a liaison with all Loan Care clients to keep informed of client’s issues, concerns and priorities
• Represent the company as appropriate and authorized
• Conducts all contacts in a serious and professional manner
• Assist employees in all departments as needed and/or called upon by manager
MINIMUM QUALIFICATIONS
• Minimum of 2-4 years of Mortgage Servicing or Subservicing experience
• Prior Management or Executive experience
• Very strong relationship or vendor/client management skills
• Default knowledge and Industry experience required
• Knowledge of agency, HUD, VA and GNMA guides required
• Implementation and/or Project management skills desired
• Must be able to communicate and work with all levels of management and senior executives
• Extensive leadership skills and strong intuitive skills
• Excellent, diplomatic and assertive communication skills; oral and written (grammatical)
• Ability to deal with clients and team members with integrity, professionalism and assertiveness
• Strong negotiation and mediation skills, ability to structure a negotiation that serves the best interests of LoanCare
• LPS MSP System knowledge preferred
• Detail oriented ability to successfully manage multiple priorities and meet deadlines
• Excellent, analytical, problem solving, research, interpretive, and decision making skills
• Able to work in fast paced environment
• Strong knowledge with MS Word, MS Excel spreadsheets, PowerPoint presentations
• Ability to meet client, department and Investor standards with regard to job knowledge, quality, efficiency, initiative, teamwork, customer service, productivity and overall performance
• Ability to take initiative and work under minimal supervision, and work under time pressure and deadlines and juggle multiple priorities
• Ability to handle varying levels of stress
• Must be able and willing to travel