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Account Executive
ServiceLink
Virginia Beach, VA, United States
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The ideal candidate will enjoy working with clients, both internal and external; be detail oriented; and is driven to meet tight deadlines in a fast paced environment. If you are ready for a career and not just your next job, now is the time to join our team and become a part of something big.
A DAY IN THE LIFE
In this role, you will…
• Contact for client questions and inquiries and ensures responses are within required SLA
• Receives inquiries thru Footprint tracking and maintains communication within system
• Researches, resolves, and reports client problems and inquiries and ensures timely responses back to the client
• Through inquiries received, identify and communicate to manager any suggestions/opportunities to improve the Client experience
• Ensures daily updates provided to client or client representative through final problem resolution or completion of client deliverable
• Utilizes footprints codes for tracking and trending of Client and customer issues to be reviewed by manager
• Interacts and communicates with clients and internal staff to ensure concerns, inquiries, and issues are addresses timely and appropriately
• Follows-up and works with manager on identification of process gaps who will engage operational managers to revise process, procedures, and controls to prevent future occurrences of problems
• Participates in client conference calls and visits/meetings and assists with proposed agenda items
• Assists with working on action plan items as designated by manager or senior team members
• Assist with education and training for new and existing Clients to lessen repetitive Client questions
• Ensure all inquiries are documented and escalated issues presented to manager with suggested ideas and solutions
• 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
• 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, DLV, Myloancare, SFT and general workstations and system 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, reduce expenses and increase efficiency within the team
• Assist other team members as needed due to volume spikes
WHO YOU ARE
You possess …
• Excellent Client Relations Skills
• Demonstrated project management skills
• An Ability to communicate effectively both in writing and orally, in person and by telephone
• Strong advising and instructing skills
• An ability to work collaborately with peers, company managers and customers in a team environment to attain common goals.
LoanCare is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, or any other characteristic protected by applicable law.
Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation.
DETAILED JOB DUTIES
• Maintains, manages and owns all aspects of the Client relationship
• Understands Clients business objectives; providing strategic support, industry best practice and innovative solutions
• Provide monthly status reports to management on trends, concerns opportunities, accomplishments
• Oversee day to day deliverables
• SPOC for client questions, inquiries, follow up, trends, reporting, initiatives 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 quarterly basis or as needed
• Required to organize all meetings, meeting follow ups internally and externally
• Required to document any requirements outside of contract thru an SOW process
• Researches, resolves, and reports client problems and inquiries and ensures timely responses back to the client
• Ensures daily updates provided to Client through final problem resolution or completion of client deliverable
• Provides data and reports for trending and tracking client concerns/inquiries, and response time to clients
• Interacts and communicates with Client and internal staff to ensure concerns, inquiries, and issues are addresses timely and appropriately
• 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
• Maintains Client files, contracts, audits, 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
• 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 Client and internal staff at all times
• Identifies opportunities to increase revenue and reduce expenses and or risk
• Able to react to change proactively and to manage
• All other duties as assigned
Qualifications
MINIMUM QUALIFICATIONS
• Servicing and/or Subservicing experience required
• Mortgage industry, agency and insurer experience required
• Previous management or executive leadership experience required
• Previous experience with Implementation or Time/Project Management
• Proficient in understanding of latest technology
• Excellent time management and relationship skills
• Ability to multitask, take initiative and effectively manage multiple priorities; strong attention to detail
• Ability to facilitate creative solutions
• Excellent verbal and written (grammatical) communication skills
• Excellent problem solving and analytical skills
• Knowledge of MS Word, MS Excel, and PowerPoint
• Excellent customer service skills and decision making abilities
• Proficient in administrative functions and ability to maintain an efficient follow up
• Ability to represent the company in a positive, confident and professional manner
• General knowledge of mortgage servicing or subservicing required
• High school diploma or GED, Bachelor’s Degree or minimum of 2 years loan servicing experience
• Minimum of 2 years account management experience
WORK CONDITIONS
Working conditions are normal for an office environment. Must have the ability to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance.
ESSENTIAL FUNCTIONS
Critical Thinking— Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Reading Comprehension— Understanding written sentences and paragraphs in work related documents.
English Language— Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Speaking— Talking to others to convey information effectively.
Active Learning— Understanding the implications of new information for both current and future problem-solving and decision-making.
Active Listening— Giving full attention to what other people is saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Instructing— Teaching others how to do something.
Judgment and Decision Making— Considering the relative costs and benefits of potential actions to choose the most appropriate one.
Time Management— Managing one's own time and the time of others.
Writing— Communicating effectively in writing as appropriate for the needs of the audience.
Complex Problem Solving —Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
Deductive Reasoning —The ability to apply general rules to specific problems to produce answers that make sense.
Problem Sensitivity —The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
Written Comprehension —The ability to read and understand information and ideas presented in writing.
Inductive Reasoning —The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
Information Ordering— The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
Near Vision —The ability to see details at close range (within a few feet of the observer).
Oral Comprehension —The ability to listen to and understand information and ideas presented through spoken words and sentences.
Oral Expression —The ability to communicate information and ideas in speaking so others will understand.
Speech Recognition —The ability to identify and understand the speech of another person.
Speech Clarity —The ability to speak clearly so others can understand you.
PHYSICAL DEMANDS
Sitting up to 95% of time
Walking up to 5% of time
Occasional standing, stooping, kneeling, crouching and reaching