Note: The job is a remote job and is open to candidates in USA. LoanCare, one of the top providers in the mortgage services industry, seeks an individual with a solid work history in the mortgage or real estate industry, to join our team as a Client Relations Account Executive III. The ideal candidate will be responsible for managing client relationships and ensuring satisfaction while working in a fast-paced environment.
Responsibilities
- Responsible for interacting, managing and maintaining all aspects of the Client and/or Investor and Insurer (combined, known as “Agencies”) relationship
- Responsible for all aspects of Client/Agency 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 a main point of contact for all Client/Agency inquiries, questions and concerns
- Understand each Client’s/Agency’s business and is able to speak about all aspects of servicing and understands the industry and best practices
- Responsible for all training and implementation for new staff members within Client’s/Agency’s shop
- Utilizes all resources internally and externally (i.e., agency guides, HUD, etc.) to keep abreast with industry news and changes affecting Client/Agency
- Provides a monthly business review for Client/Agency on trends, SLA’s, etc
- Researches, resolves, and reports Client/Agency problems and inquiries and ensures timely responses back to the Client
- Ensures timely updates provided to Client/Agency or representative through final problem resolution or completion of Client/Agency deliverable
- Evaluate and assess reports for trending and tracking client concerns/inquiries, and response time to Clients/Agencies
- Coordinates and conducts proactive Client/Agency conference calls and meetings – for all functional areas with proposed agenda to ensure preparedness for meeting and follow up/final resolution
- Makes recommendations to change process, procedures and management controls based on results of problem research and the final solution to Client/Agency raised issues and concerns
- Maintain a thorough knowledge of policies and tools to effectively answer the majority of Client/Agency inquiries without assistance
- Assist other team members as needed due to volume spikes
- All other duties as assigned
Skills
- High School Diploma or equivalent required
- 5+ years of experience in mortgage servicing or mortgage banking
- 5+ years of customer service experience
- Strong knowledge of the mortgage industry; agency and insurer experience required
- Strong knowledge of GSE, HUD, VA and GNMA guides
- Strong knowledge of LPS/MSP Systems
- Strong knowledge of Microsoft Suite applications and systems (i.e., Excel and PowerPoint)
- Strong negotiation and mediation skills, to structure a negotiation that serves the best interests of LoanCare
- Strong relationship or vendor/client management and communication skills
- Strong analytical, problem solving, research, interpretive and decision-making skills
- Detail oriented with the ability to successfully manage multiple priorities and meet deadlines
- Ability to work in fast paced environment
- Ability to travel to Client/Agency and/or LoanCare site locations
- Ability to communicate and work with all levels of management and senior executives
- Ability to meet client, department and investor standards with regard to job knowledge, quality, efficiency, initiative, teamwork, customer service, productivity and overall performance
- Strong knowledge of Default and industry experience preferred
Benefits
- Optional medical, dental, vision, life, and disability insurance
- Paid holidays, vacation, and sick leave
- Fidelity National Financial matching 401(k)
- Employee stock purchase plans
- 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
- Access to a tuition reimbursement program that supports your continued education and professional growth
- Flexibility to work remotely, while staying connected through virtual engagement
- We provide the necessary equipment
- Overtime required as necessary
- Paid holidays, vacation, and sick leave
Company Overview