Client Services Director
About The Position
The Client Service Director (CSD) serves as the primary point of contact for the client experience, overseeing all aspects from onboarding through invoice approval. This role involves managing client relationships, coordinating opportunity launches, facilitating contracts, ensuring timely file delivery, and maintaining communication to meet deadlines. The CSD must be adaptable, highly organized, and skilled across multiple areas to respond quickly to client needs. While client service is the core responsibility, familiarity with third-party products enhances the ability to sell and cross-sell seamlessly. The CSD may also contribute to development projects and is expected to provide proactive input. Acting as an internal liaison for clients, the CSD ensures balance and manages expectations on both sides, delivering excellence in all interactions to drive client satisfaction.
Requirements
- Strong communication skills, both verbal and written, with the ability to interact effectively across all levels of the organization.
- Advanced knowledge of Microsoft Office Suite including Word, Excel, and PowerPoint.
- Analytical and problem-solving abilities to assess situations, identify issues, and implement effective solutions.
- Ability to work independently and collaboratively in a fast-paced environment.
- Strong organizational skills with attention to detail and the ability to manage multiple priorities.
- Adaptability and flexibility to respond to changing business needs and priorities.
- Strong understanding of mortgage underwriting with ability to effectively address client questions and resolve issues.
- Commitment and ability to cultivate a diverse and inclusive work environment.
- Bachelor’s degree in relevant field or equivalent combination or education and experience.
- 10+ years of Mortgage experience required.
Nice To Haves
- Bachelor's degree preferred.
- Previous relationship management experience preferred.
- Prior secondary mortgage due diligence experience preferred.
- Experience with eCLAS & Focus is preferred.
Responsibilities
- Serve as the primary liaison between clients and internal teams, managing all communications and requests.
- Oversee client relationship management, including meetings, custom requests, and policy adherence.
- Promote a collaborative partnership culture with clients.
- Partner with Sales to identify opportunities and implement cross-sell initiatives.
- Manage client change requests, program/product updates, and coordinate SOW development with Sales and Legal.
- Track and report compliance with service level agreements and client-specific requirements.
- Review and approve invoices to ensure accuracy of charges and credits.
- Communicate loan production guideline updates to operations and ensure proper implementation.
- Support implementation and launch activities as part of the Subject Matter Expert (SME) team.
- Assist with testing (SIT, UAT, ORT) and contribute to go-live decisions.
- Maintain strict confidentiality and facilitate InfoSec requests.
- Coordinate IT-related conversations and perform QC on financial system data.
- Perform other related duties as assigned.
Benefits
- Covius offers an extensive benefits package for all employees, including medical, dental, vision and 401(k)!
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Director
