Client Management Director

Selene Finance LP•Jacksonville, FL

About The Position

The Client Management Director is responsible for developing and executing strategies that strengthen client relationships, drive retention, and support business growth. Serving as a senior relationship leader, this role acts as a trusted advisor to clients, ensuring exceptional service delivery while aligning client objectives with Selene's operational capabilities and strategic goals. This individual partners closely with executive leadership, servicing operations, compliance, underwriting, and business development teams to deliver a best-in-class client experience throughout the mortgage servicing lifecycle. The Client Management Director also leads and develops a high-performing client management team focused on service excellence, client retention, and long-term partnership growth.

Requirements

Bachelor's degree in Business, Finance, Accounting, Economics, or a related field.
8+ years of progressive experience in client relationship management, account management, mortgage servicing, financial services, or a related industry.
Demonstrated success managing complex enterprise client relationships and strategic accounts.
Strong understanding of mortgage servicing operations, investor requirements, servicing performance metrics, and regulatory expectations.
Exceptional communication, presentation, negotiation, and relationship-building skills.
Strong analytical and problem-solving abilities with experience leveraging performance data to drive decision-making.
Experience utilizing CRM platforms and client management tools.

Nice To Haves

MBA or other advanced business degree.
Mortgage servicing industry experience with banks, servicers, investors, GSEs, or subservicing organizations.
Experience leading executive business reviews and managing C-level client relationships.
Proven track record of revenue growth, client retention, and account expansion initiatives.
Prior leadership experience managing and developing client-facing teams.

Responsibilities

Serve as the primary executive point of contact for assigned clients, fostering strong, long-term partnerships built on trust, transparency, and accountability.
Establish and maintain a deep understanding of client business objectives, operational priorities, and strategic initiatives.
Lead recurring business reviews, governance meetings, and executive-level discussions to evaluate performance, address concerns, and identify opportunities for enhancement.
Proactively manage client expectations and drive timely resolution of escalated issues while maintaining a high level of client satisfaction.
Identify opportunities to expand existing client relationships through cross-selling, upselling, and additional servicing solutions.
Collaborate with Business Development and Executive Leadership to support client retention strategies and revenue growth initiatives.
Develop account plans that align client objectives with Selene's capabilities and long-term business strategy.
Monitor industry trends, client challenges, and market opportunities that may impact relationship management strategies.
Partner with Servicing, Default, Operations, Compliance, Technology, Finance, and other departments to ensure consistent service delivery and achievement of client commitments.
Advocate on behalf of clients while balancing operational requirements, regulatory obligations, and business objectives.
Drive continuous improvement initiatives by leveraging client feedback, operational metrics, and service performance data.
Ensure service-level agreements, contractual obligations, and performance expectations are consistently met.
Oversee client onboarding and transition activities to ensure a seamless implementation experience.
Develop engagement strategies that increase client awareness and understanding of Selene's servicing capabilities, processes, and performance standards.
Lead client communication initiatives that promote transparency, partnership, and long-term relationship success.
Lead, mentor, and develop a team of Client Relationship Managers and other client-facing professionals.
Establish performance objectives, monitor key metrics, and provide regular coaching and feedback.
Foster a culture centered on accountability, collaboration, service excellence, and continuous improvement.
Support succession planning and talent development initiatives within the Client Management organization.
Ensure all client interactions, reporting, and servicing activities comply with applicable regulatory requirements, investor guidelines, contractual obligations, and company policies.
Work closely with Compliance and Risk Management teams to identify, escalate, and mitigate potential client-related risks.
Maintain accurate documentation of client interactions, commitments, and performance metrics within CRM systems and reporting platforms.