Client Success Expert

CMG Financial

6d • $55,000 - $60,000

About The Position

The Client Success Expert (CSE) provides direct support to both the sales team and the customer on a daily basis. Their scope includes knowledge and understanding of sales cycle, scenario questions, pricing, guidelines, structure loans, answer program questions & provide training. Individual will sometimes visit clients in the field with the Account Executives (AEs) and manage pipeline if needed.

Requirements

• 2+ years in mortgage industry
• In depth knowledge of agency and regulatory guidelines
• Knowledge of origination, processing, insuring, and underwriting procedures
• Proven ability to communicate and negotiate within predetermined level of authority with internal departments as well as external customers.
• Proficient in Microsoft suite of product; Outlook, Word, Excel, PowerPoint etc.
• Ability to work in a fast paced fluid environment.
• Excellent communication skills both written and verbal.
• High level of integrity and confidentiality required.

Nice To Haves

• Experience in an Account Manager or similar role preferred

Responsibilities

• Answers questions concerning policies, procedures, products, technical questions, and loan scenarios, etc.
• Diagnose and resolve escalated relationship issues by collaborating with sales and operation partners.
• Works closely with sales team to meet assigned delivery channel objectives and goals.
• Proactively evaluate client performance and determine opportunities for improvement; make recommendations to Account Executive managing the relationship.
• Provide customized training (new client and on-going training) that fit the customer’s need with the objective of creating an efficient relationship for both CMG and the client. The training will include (but not limited to) product training, procedure and policy education, systems training.
• Possess a full understanding of service capabilities, best practices, guidelines, scenario questions and pricing.
• Build and maintain one‐on‐one customer relationships via phone, email, and onsite engagements.
• Provide supervision oversight and sales support to individuals in the AE role as needed or as requested which may include participation in various stages of the sale such as the initial presentation, closing and any necessary follow up with customer.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees