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Client Relations Account Executive
ServiceLink
Jacksonville, FL, United States
Job Details - this job has expired, please see similar jobs below
This position reports to the Manager of Client Relations Department. The incumbent is responsible for supporting our Clients with 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 responses to client inquiries and requests and is responsible for the satisfaction of the Clients assigned as well as general clerical and follow up.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Main point of contact for client questions, inquiries, and concerns
• 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 clients and new personnel 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., 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 adhoc reports in the LPS Passport system
• 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
• Minimum of 2 years mortgage servicing experience
• Excellent, diplomatic and assertive communication skills; oral and written (grammatical)
• Ability to communicate and work with all levels of management and executives
• 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, excel spreadsheets
• 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