Client Relations Manager

🕒 Julho 17

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LoanCare

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

💼 Consultoria

🛡️ Seguros

📦 Logística

Consulting • Insurance • Logistics

LoanCare é uma empresa especializada no serviço de empréstimos hipotecários. Ela oferece uma gama de serviços relacionados à gestão de pagamentos de hipotecas, atendimento ao cliente para titulares de empréstimos e estratégias de mitigação de perdas. A LoanCare tem como objetivo apoiar os proprietários de imóveis na manutenção eficaz de suas contas hipotecárias, garantindo pagamentos pontuais e gerenciando quaisquer desafios financeiros potenciais.

Descrição

• Provide departmental leadership and manage the Client Relations staff. • Oversee several client accounts to ensure day-to-day activities, responsibilities, and deliverables are met to clients’ satisfaction. • Oversee/monitor training and implementation for new staff members within client’s/agency’s shop. • Utilize all resources internally and externally (i.e., agency guides, HUD, etc.) to stay informed of industry news and changes affecting clients/agencies. • Provide staff guidance, feedback, and coaching to improve processes and communication. • Serve as a point of contact for internally escalated issues with clients and/or Client Relations staff. • Track/trend issues and escalate concerns to management. • Ensure staff is informed about industry updates, changes, and best practices that ensure client satisfaction. • Coordinate and participate in training of new staff. • Lead general staff meetings and participate in senior management meetings/discussions as needed. • Participate in and coach/assist team with proactive client/agency conference calls/meetings for all functional areas with proposed agenda; ensure preparedness for meeting and follow-up/final resolution. • Perform timecard verification and performance reviews; conduct interviews for new staff. • Manage and maintain departmental policies and procedures. • All other duties as assigned.

🎯 Requisitos

• High School Diploma or equivalent. • 8+ years of client relations or customer service experience in the mortgage servicing or mortgage banking industry. • 5+ years of supervisory or managerial experience. • Strong industry and agency (GNMA, FNMA, FHLMC) knowledge. • Strong knowledge of the mortgage industry; agency and insurer experience. • Strong negotiation and mediation skills. • Strong vendor/client management and communication skills. • Strong analytical, problem solving, research, interpretive, and decision-making skills. • Strong knowledge of Microsoft Office applications and systems (e.g., Excel, PowerPoint).

🏖️ Benefícios

• Optional medical, dental, vision, life, and disability insurance • Paid holidays, vacation, and sick leave • Fidelity National Financial matching 401(k) and employee stock purchase plans • Access to mental health resources, including free Calm memberships • Discounts on gym memberships, pet insurance, and employee purchasing programs • Access to a tuition reimbursement program for continued education and professional growth