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Account Executive
ServiceLink
Virginia Beach, VA, United States
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This position is responsible for managing and supporting our Manage high profile Client Relations to ensure day to day activities, responsibilities and deliverables are met to ensure Client satisfaction. Knowledgeable about Client under management and ensure staff is up to date with latest industry practices. Partner with internal managers on Client trends to ensure Client satisfaction and adherence to contract and business rules, while managing company risk.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• 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/handle other essential tasks as assigned
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