Note: The job is a remote job and is open to candidates in USA. LoanCare is a mortgage loan subservicer serving financial institutions, investors, and homeowners. The Client Relations Account Executive III manages Client, Investor, and Insurer relationships, addresses inquiries and concerns, coordinates meetings, delivers business reviews, and supports client satisfaction and issue resolution.
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
- 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
- Strong knowledge of Default and industry experience preferred
Benefits
- Optional medical, dental, vision, life, and disability insurance
- Paid holidays, vacation, and sick leave
- Matching 401(k) plan and employee stock purchase plan
- Access to mental health resources, including free Calm memberships, and 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