Client Specialist

Allied Solutions LLC•Carmel, IN

About The Position

This position will serve as the assigned individual responsible for the service delivery and proactive monitoring of Key Performance Indicators for clients and accounts for both Real Estate and/or Vehicle lead Real Estate programs. In this role, the individual will be responsible for the daily monitoring of program deliverables and tasks, monitoring and trending account tracking, notice production, file exchanges, insurance premium and refunding, escrow administration and the forced place insurance activity of accounts. It is expected that this role encompasses strong professionalism and solid proven skills in client management.

Requirements

Associate’s degree and 2-3 years of directly related experience or High School Diploma and 4-5 years of directly related experience required
Position requires a minimum commitment to 12 months in the role before posting within Allied Solutions and outside the department can be considered.

Responsibilities

Proactive Monitoring of Client Performance (30%): Review, monitor and make informed data driven decisions to provide proactive services and meet client goals and ahead to Key Performance Indicators (KPI). This will include but is not limited to: Tracking and Notice activity, Cycle Activity, Notice Caps, Billing Files and File Exchanges, Premium, Billings and Refunds. Proactive monitoring of activities associated with Compliance and Regulatory performance including but not limited to; Notice timings and process, certificate insurance and funding, Flood and Escrow tracking and payments, state specific and client specific tracking services, Client and Borrower Complaints, activities that impact the end consumer. Must be well versed and experienced in the technical aspects of Risk Management based program monitoring and performance. May be requested to monitor the first 90 days of Production for Accounts as they exit Client Onboarding and move to Production- Proactively handle opportunity areas associated with a newly on boarded client.
Performance Opportunity Management (25%): Will serve as the Subject Matter Expert (SME) of contact for accounts in the identification, escalation, monitoring, and resolution of Risk Management level Tracking and Escrow Service issues and opportunities. Client Escalation tasks could include: actively participates and supports CLEAR, Submits CLEAR tickets for any client escalation and concerns, assist field reps in client calls for remediation plans, and add any action plans to blueprint for monitoring and follow through. Must navigate efficiently and effectively areas of performance gaps that negatively impact the Client and Consumer associated with our product and services. Must be knowledgeable in the contract terms and obligations including Service Level Agreements with the Client and ensure areas of deficiency are properly identified, escalated and resolved. Will be responsible for the creation, authoring, presenting and monitoring of Client Experience Smartsheets, Action Plans and assist with Remediation Plans where areas of opportunity are identified and results are being monitored to ensure adherence and correction. Ensure the escalation and communication of opportunity gaps to internal team members that are responsible for the Client including the Account Executive. Will proactively escalate to management those issues that are not meeting the SLAs for resolution and correction to ensure organizational escalation and attention where warranted.
Client Retention Activities – Execute Client Meetings and Service Touchpoints (25%) Will support the Account Executives by attending meetings, working through agendas, developing blueprint materials, updating INFOR CRM and ongoing monthly, weekly, or bi-weekly Client Experience meetings including pulse checks focused on Client Retention and Engagement. Attend Client scheduled meetings and presentations as required. Create and update monthly client scorecards as per service agreements and provide them to Account Executives for client delivery. Conduct monthly field alignment meetings, presenting data for current clients and providing an overview of new clients prior to their launch.
Onboarding of new clients (25%): Training Support Tasks CenterPoint SmartSheet / communication log My Insurance Info.Com Billing Reviews Premium Reviews Refund Reviews and Reports Service Summary SFTP File Exchanges Weekly, Biweekly Cycle Reports Tracking Reports Loan Level Detail Reports Tasks owned by Client Specialist during onboarding of new client or changes to existing client Creates and monitors notice release strategy Creates cycle calendars for delivery to client Turn on continuous processing after 12 cycles Update UTL purge days after 6 weeks Monitor and update the backdate to standards after the original backdate has expired Request clients to be added into uninsured QC Works with field rep to schedule an introduction call with pod and escrow (EPC) team members and leaders