Client Relations Account Executive II

Servicelink, A Black Knight Company Virginia Beach , VA 23452

Posted 2 weeks ago

A

re you ready to take your career to the next level? 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 I. The ideal candidate will enjoy working with clients, both internal and external; be detail oriented; and is driven to meet tight deadlines in a fast paced environment. If you are ready for a career and not just your next job, now is the time to join our team and become a part of something big.

A DAY IN THE LIFE

In this role, you will

  • Contact for client questions and inquiries and ensures responses are within required SLA

  • Receives inquiries thru Footprint tracking and maintains communication within system

  • Researches, resolves, and reports client problems and inquiries and ensures timely responses back to the client

  • Through inquiries received, identify and communicate to manager any suggestions/opportunities to improve the Client experience

  • Ensures daily updates provided to client or client representative through final problem resolution or completion of client deliverable

  • Utilizes footprints codes for tracking and trending of Client and customer issues to be reviewed by manager

  • Interacts and communicates with clients and internal staff to ensure concerns, inquiries, and issues are addresses timely and appropriately

  • Follows-up and works with manager on identification of process gaps who will engage operational managers to revise process, procedures, and controls to prevent future occurrences of problems

  • Participates in client conference calls and visits/meetings and assists with proposed agenda items

  • Assists with working on action plan items as designated by manager or senior team members

  • Assist with education and training for new and existing Clients to lessen repetitive Client questions

  • Ensure all inquiries are documented and escalated issues presented to manager with suggested ideas and solutions

  • Performs general clerical functions as needed, such as filing, scanning, faxing, email follow up, maintaining client files, etc.

  • Makes recommendations to change process, procedures and management controls based on results of problem research and the final solution to client raised issues and concerns

  • Maintains thorough knowledge of, and follows all, Investor, Government, Client and Loan Care policies, procedures, and requirements for assigned duties

  • Maintains a thorough knowledge of the LPS, DLV, Myloancare, SFT and general workstations and system to effectively answer the majority of Client inquiries without assistance

  • Maintain a knowledge of all servicing functions, keep abreast of changes in the industry and present a professional and respectful conduct with Clients and internal staff at all times

  • Interacts with departments and responsible for understanding each Client's business rules and type of business and goals

  • Assist with special projects and assignments

  • Identifies opportunities to increase revenue, reduce expenses and increase efficiency within the team

  • Assist other team members as needed due to volume spikes

WHO YOU ARE

You possess

  • Excellent Client Relations Skills

  • Demonstrated project management skills

  • An Ability to communicate effectively both in writing and orally, in person and by telephone

  • Strong advising and instructing skills

  • An ability to work collaborately with peers, company managers and customers in a team environment to attain common goals.

WHO WE ARE

About us

LoanCare, a ServiceLink company, is a leading national provider of full service subservicing and interim subservicing to the mortgage industry and has offered its expertise and best practices in providing servicing solutions for others since 1991. At the present time, LoanCare subservices over 1 million loans in 50 states. LoanCare has a seasoned loan servicing team with senior managers averaging nearly 30 years of experience in the mortgage and financial services industry.

LoanCare is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, or any other characteristic protected by applicable law.

Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation

JOB SUMMARY

This position reports to the Manager of Client Relations Department. The incumbent is responsible for supporting our Clients with intuitive solutions, industry best practices, all inquiries, implementation and training, tracking and trending of concerns and issues, documenting and updating business rules for operational staff and recommending solutions to Clients and Operations. Ensures timely and accurate responses to client inquiries and requests, understands the Client contract deliverables and business needs, provides solutions and ensures the satisfaction of the Clients assigned as well as mitigating risk for the company.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Maintains and manages all aspects of the Client relationship

  • Understands Clients business and is able to speak about all aspects of servicing and understands the industry and best practices

  • Main point of contact for client questions, inquiries, and concerns

  • Maintains work in footprints to ensure timely follow up and trending of issues

  • Provides a monthly business review for Client on trends, SLA's, etc.

  • Required to travel to Client's office on monthly or quarterly basis

  • Researches, resolves, and reports client problems and inquiries and ensures timely responses back to the client

  • Ensures daily updates provided to client or client representative through final problem resolution or completion of client deliverable

  • Prepares data and reports for trending and tracking client concerns/inquiries, and response time to clients

  • Interacts and communicates with clients and internal staff to ensure concerns, inquiries, and issues are addresses timely and appropriately

  • Follows-up and ensures Operational managers and supervisors review and revise process, procedures, and controls to prevent future occurrences of problems

  • Coordinates and conducts proactive client conference calls and meetings for all functional areas with proposed agenda to ensure prepared for meeting and follow up/final resolution

  • Responsible for all training and implementation for new client staff members within Client's shop

  • Take ownership regarding all aspects of Client satisfaction 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.

  • Performs general clerical functions as needed, such as filing, scanning, faxing, email follow up, maintaining client files, etc.

  • Makes recommendations to change process, procedures and management controls based on results of problem research and the final solution to client raised issues and concerns

  • Programs and produces various ad hoc reports in the LPS Passport system

  • Utilizes all resources internally and externally (agency guides, HUD, etc.) to keep abreast with industry news and changes affecting Client

  • Maintains thorough knowledge of, and follows all, Investor, Government, Client and Loan Care policies, procedures, and requirements for assigned duties

  • Maintains a thorough knowledge of the LPS and general workstations to effectively answer the majority of Client inquiries without assistance

  • Maintain a knowledge of all servicing functions, keep abreast of changes in the industry and present a professional and respectful conduct with Clients and internal staff at all times

  • Interacts with departments and responsible for understanding each Client's business rules and type of business and goals

  • Assist with special projects and assignments

  • Identifies opportunities to increase revenue and reduce expenses

  • All other duties as assigned

GENERAL DUTIES AND RESPONSIBILITIES

  • Assumes responsibility for completion of assigned duties. Exercises authority required to accomplish assigned duties and responsibilities and accepts full accountability for results achieved

  • Plans and schedules work so that it can be performed efficiently and effectively, reduces costs where possible by improving methods and processes and eliminating non-essential and manual processes and activities

  • Strives to consistently produce quality results

  • Learns new skills and expands job knowledge to better perform assigned duties

  • Maintains high standards of attendance and punctuality

  • Keeps manager informed of work activities, developments and problems.

  • Complies timely and accurately with instructions provided by manager. If unable to meet a deadline, the deadline must be renegotiated prior to the initial deadline date

  • Develops a rapport and maintains a cooperative/team work environment with co-workers and management

  • Develops a rapport and maintains a liaison with all Loan Care clients to keep informed of client's issues, concerns and priorities

  • Represent the company as appropriate and authorized

  • Conducts all contacts in a serious and professional manner

  • Assist employees in all departments as needed and/or called upon by manager

MINIMUM QUALIFICATIONS

  • Minimum of 2-4 years of Mortgage Servicing or Subservicing experience

  • Prior Management or Executive experience

  • Very strong relationship or vendor/client management skills

  • Default knowledge and Industry experience required

  • Knowledge of agency, HUD, VA and GNMA guides required

  • Implementation and/or Project management skills desired

  • Must be able to communicate and work with all levels of management and senior executives

  • Extensive leadership skills and strong intuitive skills

  • Excellent, diplomatic and assertive communication skills; oral and written (grammatical)

  • Ability to deal with clients and team members with integrity, professionalism and assertiveness

  • Strong negotiation and mediation skills, ability to structure a negotiation that serves the best interests of LoanCare

  • LPS MSP System knowledge preferred

  • Detail oriented ability to successfully manage multiple priorities and meet deadlines

  • Excellent, analytical, problem solving, research, interpretive, and decision making skills

  • Able to work in fast paced environment

  • Strong knowledge with MS Word, MS Excel spreadsheets, PowerPoint presentations

  • Ability to meet client, department and Investor standards with regard to job knowledge, quality, efficiency, initiative, teamwork, customer service, productivity and overall performance

  • Ability to take initiative and work under minimal supervision, and work under time pressure and deadlines and juggle multiple priorities

  • Ability to handle varying levels of stress

  • Must be able and willing to travel

WORK CONDITIONS

Working conditions are normal for an office environment. Must have the ability to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance.

ESSENTIAL FUNCTIONS

Critical Thinking Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Reading Comprehension Understanding written sentences and paragraphs in work related documents.

English Language Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Speaking Talking to others to convey information effectively.

Active Learning Understanding the implications of new information for both current and future problem-solving and decision-making.

Active Listening Giving full attention to what other people is saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Instructing Teaching others how to do something.

Judgment and Decision Making Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Time Management Managing one's own time and the time of others.

Writing Communicating effectively in writing as appropriate for the needs of the audience.

Complex Problem Solving Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Deductive Reasoning The ability to apply general rules to specific problems to produce answers that make sense.

Problem Sensitivity The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

Written Comprehension The ability to read and understand information and ideas presented in writing.

Inductive Reasoning The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).

Information Ordering The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).

Near Vision The ability to see details at close range (within a few feet of the observer).

Oral Comprehension The ability to listen to and understand information and ideas presented through spoken words and sentences.

Oral Expression The ability to communicate information and ideas in speaking so others will understand.

Speech Recognition The ability to identify and understand the speech of another person.

Speech Clarity The ability to speak clearly so others can understand you.

PHYSICAL DEMANDS

Sitting up to 95% of time

Walking up to 5% of time

Occasional standing, stooping, kneeling, crouching and reaching

EQUAL OPPORTUNITY AND AFFIRMATIVE ACTION POLICY

LoanCare is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, or any other characteristic protected by applicable law.


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Client Relations Account Executive II

Servicelink, A Black Knight Company