Client Relations Account Executive III

LoanCare

13h•Remote

About The Position

LoanCare, a top provider in the mortgage services industry, is seeking a Client Relations Account Executive III. This role requires an individual with a solid work history in the mortgage or real estate industry who enjoys working with clients, is detail-oriented, and can meet tight deadlines in a fast-paced environment. This is an opportunity for a career-focused individual to join a growing team.

Requirements

High School Diploma or equivalent required
5+ years of experience in mortgage servicing or mortgage banking
5+ years of customer service experience
Strong knowledge of the mortgage industry; agency and insurer experience required
Strong knowledge of GSE, HUD, VA and GNMA guides
Strong knowledge of LPS/MSP Systems
Strong knowledge of Microsoft Suite applications and systems (i.e., Excel and PowerPoint)
Strong negotiation and mediation skills, to structure a negotiation that serves the best interests of LoanCare
Strong relationship or vendor/client management and communication skills
Strong analytical, problem solving, research, interpretive and decision-making skills
Detail oriented with the ability to successfully manage multiple priorities and meet deadlines
Ability to work in fast paced environment
Ability to travel to Client/Agency and/or LoanCare site locations
Ability to communicate and work with all levels of management and senior executives
Ability to meet client, department and investor standards with regard to job knowledge, quality, efficiency, initiative, teamwork, customer service, productivity and overall performance

Nice To Haves

Strong knowledge of Default and industry experience preferred

Responsibilities

Responsible for interacting, managing and maintaining all aspects of the Client and/or Investor and Insurer (combined, known as “Agencies”) relationship
Responsible for all aspects of Client/Agency satisfaction by 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.
Serve as a main point of contact for all Client/Agency inquiries, questions and concerns
Understand each Client’s/Agency’s business and is able to speak about all aspects of servicing and understands the industry and best practices
Responsible for all training and implementation for new staff members within Client’s/Agency’s shop
Utilizes all resources internally and externally (i.e., agency guides, HUD, etc.) to keep abreast with industry news and changes affecting Client/Agency
Provides a monthly business review for Client/Agency on trends, SLA’s, etc.
Researches, resolves, and reports Client/Agency problems and inquiries and ensures timely responses back to the Client
Ensures timely updates provided to Client/Agency or representative through final problem resolution or completion of Client/Agency deliverable
Evaluate and assess reports for trending and tracking client concerns/inquiries, and response time to Clients/Agencies
Coordinates and conducts proactive Client/Agency conference calls and meetings – for all functional areas with proposed agenda to ensure preparedness for meeting and follow up/final resolution
Makes recommendations to change process, procedures and management controls based on results of problem research and the final solution to Client/Agency raised issues and concerns
Maintain a thorough knowledge of policies and tools to effectively answer the majority of Client/Agency inquiries without assistance
Assist other team members as needed due to volume spikes
All other duties as assigned