Client Relations Specialist-Mortgage Servicing

First American • Fort Mill, SC

32d

About The Position

The Client Relations Specialist serves as a key liaison between the organization and its mortgage servicing clients. This role is responsible for managing the facilitation of loan-level and document-related requests, and ensuring a high level of service and responsiveness. The ideal candidate has strong mortgage servicing experience, excellent communication skills, and the ability to manage multiple client requests in a fast-paced environment.

Requirements

• 5+ years of experience in mortgage servicing or related mortgage operations roles.
• Strong understanding of mortgage servicing processes, loan servicing data, and documentation.
• Proven experience working directly with clients in a professional service or account support role.
• Excellent written and verbal communication skills.
• Strong organizational skills with the ability to manage multiple client requests simultaneously.
• High attention to detail and strong problem-solving abilities.
• Ability to collaborate across departments and escalate issues appropriately.

Nice To Haves

• Prior experience in client relations, account management, or servicing support roles within the mortgage industry.
• Familiarity with servicing platforms (e.g., MSP or similar systems).
• Experience coordinating document fulfillment or loan-level data requests.

Responsibilities

• Manage day-to-day client communications via email, phone, and virtual meetings as needed.
• Facilitate and track loan-level inquiries and servicing-related requests from clients.
• Coordinate document requests, including servicing records, loan documentation, and reporting materials.
• Work cross-functionally with internal departments (servicing operations, compliance, investor reporting, etc.) to obtain and provide loan level requests back out to clients for their review and response.
• Monitor and manage request pipelines to ensure service level expectations are met.
• Maintain accurate records of client communications, requests, and resolutions.
• Proactively identify potential client concerns and work toward timely resolution.
• Support additional client relations initiatives and team projects as needed.
• Contribute to process improvements that enhance client service and operational efficiency.

Benefits

• First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees