Client Relations Manager

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LoanCare

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💸 Finance

👥 B2C

🏠 Real Estate

Finance • B2C • Real Estate

LoanCare is a company that specializes in the servicing of mortgage loans. It provides a range of services related to managing mortgage payments, customer service for loan holders, and loss mitigation strategies. LoanCare aims to support homeowners in maintaining their mortgage accounts effectively, ensuring timely payments and managing any potential financial challenges.

📋 Description

• 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.

🎯 Requirements

• 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).

🏖️ Benefits

• 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