Analyst, Client Relationship, Senior

Carrington Mortgage • Phoenix, AZ

6d • Remote

About The Position

The Client Relationship Analyst, Senior is responsible for working with all levels of management (including senior executive levels) and non-management staff in an effort to maintain, support, and drive results with respect to mortgage servicing counterparty relationships. Take ownership of assigned critical counterparty relationship(s). Also responsible for capturing and documenting client/investor servicing requirements, creating investor presentations, performing ad hoc analysis, and assisting in loan servicing transfers, change management, process improvement, and client relations activities. Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates.

Requirements

• A solid comprehension of mortgage servicing and operations
• Proficient in MS Office applications, specifically PowerPoint and Excel; (i.e. the use of functions, if/and/or conditional statements, vlookup formulas, etc.)
• Excellent verbal and written communication skills.
• Excellent internal/external customer-facing skills.
• Team-player with strong communication and interpersonal skills, possessing a high degree of self-motivation and ability to work independently with minimal supervision.
• Familiarity with MortgageServ/LoanServ or comparable systems
• Ability to apply critical thinking to develop solutions with exceptional problem-solving skills.
• Ability to comprehend and articulate complex and broad mortgage servicing topics spanning the entire mortgage life cycle and topics that may include, but not limited to, enterprise-wide shared services.
• Ability to maintain high-speed internet access while working remotely and the ability to work in the designated office as needed.
• Ability to work in a project environment and have awareness of the project management lifecycle.
• Ability to formulate complex and comprehensive materials such as requirements documents, authoritative reports, and/or formal presentations.
• Ability to adhere to strict confidentiality requirements.
• Ability to understand complex problems and to collaborate and explore alternative solutions.
• Ability to make decisions that have significant impact on the immediate work unit and monitor impact outside the immediate work unit.
• Ability to add, subtract, multiply, and divide and to record, balance, and check results for accuracy.
• Ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly.
• Focus-driven approach to work with strict adherence to deadlines.
• Bachelor’s degree required, preferably in business, economics, finance or mathematics.
• Two to four (2-4) years’ experience in relationship management or client services within mortgage servicing or related industry.

Nice To Haves

• Microsoft certification preferred.

Responsibilities

• Independently manage counterparty relationship(s) with limited reliance on management.
• Willingly accept and implement direction and strive to exceed departmental standards and operational goals.
• Maintain day-to-day operational relationships with external senior executives and internal partners.
• Maintains and track open deliverables within the department system of record.
• Provide frequent and periodic relationship briefings and status updates to senior management.
• Develop and facilitate investor presentations with internal and external senior management teams and follow up on any outstanding deliverables.
• Learn all aspects of the business process, key performance drivers, and operational report metrics for all counterparty relationships and ensure compliance.
• Gain expert knowledge of the operational systems and utilization within the business process.
• Gather and document client/investor servicing requirements and ensure compliance.
• Participate in the initial diligence process; analyze loan portfolio data, identify delinquency rates and other key portfolio metrics.
• Ensure required documents, approvals, and instructions are in place for relationship servicing.
• Consult with internal/external clients on industry or organizational changes affecting the delivery of services.
• Coordinate the quality control process between investors and internal business units to ensure alignment between investor loan servicing guidelines and CMS servicing operations.
• Perform loan data analysis to validate and communicate test results to client/investor or internal business unit.
• Analyze investor, prospective business plans, and service requirements to ensure compliance with contractual requirements.
• Ensure account documentation is up-to-date and accurate.
• Participate in project communications, training materials, and business procedures/documentation.
• Coordinate with appropriate internal departments regarding client/investor instructions and process changes.
• Assist with change management and process improvement.
• Analyze portfolio performance and recommend opportunities for improved service delivery.
• Evaluate process recommendations received from internal departments and determine appropriate corrective action.
• Propose solutions for any potential reputational exposure or related service issues.
• Maintain compliance with CMS policies and procedures.
• Escalate issues of risk concern to management, and maintain appropriate data integrity and confidentiality.
• Perform other duties as assigned.

Benefits

• Comprehensive healthcare plans for you and your family.
• Discretionary 401(k) match of 50% of the first 4% of pay contributed.
• Access to several fitness, restaurant, retail (and more!) discounts through our employee portal.
• Customized training programs to help you advance your career.
• Employee referral bonuses.
• Educational Reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior