Note: The job is a remote job and is open to candidates in USA. LoanCare is a full-service mortgage loan subservicer serving financial institutions, investors, and homeowners. The Account Executive II oversees client relationships, maintains client satisfaction, serves as the primary contact for inquiries, provides business reviews, and researches and resolves client issues in the mortgage servicing industry.
Responsibilities
- Oversee and maintain all aspects of the client relationship
- Maintain client 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 main point-of-contact for client inquiries and concerns
- Understand each client’s business; speak about all aspects of servicing; understand the industry and best practices
- Train and implement new staff members within client’s shop
- Utilize resources internally/externally (e.g., agency guides, HUD, etc.) to stay informed on industry news and changes affecting client
- Provide monthly business review for client on trends, SLAs, etc
- Research, resolve, and report client problems and inquiries; ensure prompt responses to client
- Ensure prompt updates to client or representative through final problem resolution/completion of client deliverable
- Evaluate and assess reports for trending and tracking client concerns/inquiries and response times to clients
- All other duties as assigned
Skills
- High School Diploma or equivalent
- 3+ years of experience in mortgage servicing or mortgage banking
- 3+ years of customer service experience
- Proficient knowledge of LPS/MSP systems
- Proficient knowledge of Microsoft Office applications and systems (e.g., Excel, PowerPoint)
- Proficient negotiation and mediation skills
- Proficient vendor/client management and communication skills
- Proficient analytical, problem-solving, research, interpretive, and decision-making skills
- Detail-oriented with the ability to successfully manage multiple priorities and effectively meet deadlines
- Ability to work in a fast-paced environment
- Able to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance
- Overtime required as necessary
- Sitting up to 90% of the time
- Walking and standing up to 10% of the time
- Occasional lifting, stooping, kneeling, crouching, and reaching
- Knowledge of GSE, HUD, VA, and GNMA guides
- Mortgage default experience
Benefits
- Optional medical, dental, vision, life, and disability insurance
- Paid holidays, vacation, and sick leave
- Matching 401(k) plan
- Employee stock purchase plan
- Access to mental health resources, including free Calm memberships
- Initiatives that promote physical and emotional well-being
- Employee recognition programs that celebrate achievements and milestones
- Discounts on gym memberships, pet insurance, and employee purchasing programs
- Tuition reimbursement program that supports continued education and professional growth
- A culture that helps you thrive, with resources and support to fuel your growth
- Flexibility to work remotely, while staying connected through virtual engagement
- The necessary equipment for remote employment
Company Overview