Client Relations Manager

LoanCare

19h • Remote

About The Position

We are seeking to fill the role of Client Relations Department Manager. The ideal candidate enjoys collaborating with clients, industry partners and internal teams to maximize outcomes for homeowners. At LoanCare, we don’t just service mortgage loans—we serve people. As a leading full-service mortgage loan subservicer, we deliver excellence to banks, credit unions, independent mortgage companies, investors, and the homeowners they support. Backed by the strength and stability of Fidelity National Financial (NYSE: FNF), a Fortune 500 company, we offer a career foundation built on integrity, innovation, and collaboration. LoanCare 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 1.8 million loans in 50 states.

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 knowledge of GSE, HUD, VA, and GNMA guides.
• Strong knowledge of LPS/MSP systems.
• 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).
• Detail-oriented with the ability to work in fast paced environment, successfully manage multiple priorities, and effectively meet deadlines.
• The ability to collaborate with peers, company managers, and customers in a team environment to attain common goals.
• Ability to lead, develop, and coach/train staff successfully.
• Ability to communicate and work with all levels of management.
• Ability to meet client, department, and investor standards, including job knowledge, quality, efficiency, initiative, teamwork, customer service, productivity, and overall performance.

Nice To Haves

• Bachelor’s Degree in Business, Communications, or related field.
• Mortgage default experience.
• Strong project management skills with SharePoint.

Responsibilities

• 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.

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, and initiatives that promote physical and emotional well-being
• Programs that celebrate achievements and milestones
• Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports your continued education and professional growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 1-10 employees