Client Success Specialist

Western Alliance Bank

26d • $62,395 - $77,000 • Remote

About The Position

Client Success Specialist (CSS), AVP will assist the Distributed Retail Loan Officers with overseeing the end-to-end mortgage loan process. The CSS will co-facilitate an exceptional experience for home borrowers while assisting with a smooth workflow for AmeriHome Loan Officers. The role merges oversight with consumer-facing responsibilities to facilitate efficient loan processing, regulatory compliance, and a seamless borrower experience. The Client Success Specialist, AVP will collaborate with Loan Officers and AmeriHome Colleagues in various departments to enhance performance, training, accuracy, and production targets, serving as a key liaison for borrower interactions. Monitor loan processing workflows, identify bottlenecks, and implement process improvements to increase efficiency and ensure we are meeting Loan Disclosure Timelines as well as close of escrow deadlines Ensure all loan documentation is complete, verified, and accurate, adhering to AUS findings, program parameters, and regulatory requirements Manage the daily pipeline, ensuring loan lock and closing dates are met. Report on performance metrics Collaborate with internal departments to meet key loan deadlines, including loan lock and closing dates. Manage pipeline reporting and key dates Provide ongoing coaching and training to sales support, ensuring consistency in procedures and compliance with lending regulations Collaborate closely with loan officers to structure loans accurately and finalize loan details for closing Proactively manage borrower communication to ensure a smooth and positive experience, answering questions, addressing concerns, and resolving issues promptly Monitor team performance, providing regular feedback, coaching, and development to ensure high productivity and exceptional service Prepare and present performance reports to senior leadership, tracking operational efficiency, loan pipeline status, and borrower satisfaction Foster a collaborative environment between sales and operations to ensure alignment on goals and a unified approach to meeting customer and company objectives Stay updated on changes in mortgage regulations and assist with training Distributed Retail colleagues on new guidelines and procedures Train and update colleagues on policy changes, loan procedure updates. Collaborate with Compliance to inspect and ensure Distributed Retail is adhering to Regulations Assess borrower needs and provide personalized consultation on loan options that align with their financial goals Backup for calls and emails from Affinity Channels Ability to originate and self-source Loans from start to finish Assist Loan Officers and act as a resource. Additional tasks as needed

Requirements

• 5-7 years of mortgage industry experience with both operational and consumer-facing responsibilities
• Strong understanding of mortgage loan processing, underwriting guidelines, regulatory compliance, and customer service best practices
• Excellent communication skills, with the ability to build strong relationships with borrowers and cross-functional teams
• Strong organizational and multitasking skills, with the ability to manage a large volume of loans and clients simultaneously
• Experience with loan origination systems (Encompass preferred)
• Ability to multi-task and manage a large volume of loans effectively
• Detail-oriented with a strong focus on accuracy and compliance

Nice To Haves

• NMLS Licensed, a plus
• Bilingual, a plus

Responsibilities

• Assist the Distributed Retail Loan Officers with overseeing the end-to-end mortgage loan process
• Co-facilitate an exceptional experience for home borrowers while assisting with a smooth workflow for AmeriHome Loan Officers
• Facilitate efficient loan processing, regulatory compliance, and a seamless borrower experience
• Collaborate with Loan Officers and AmeriHome Colleagues in various departments to enhance performance, training, accuracy, and production targets, serving as a key liaison for borrower interactions
• Monitor loan processing workflows, identify bottlenecks, and implement process improvements to increase efficiency and ensure we are meeting Loan Disclosure Timelines as well as close of escrow deadlines
• Ensure all loan documentation is complete, verified, and accurate, adhering to AUS findings, program parameters, and regulatory requirements
• Manage the daily pipeline, ensuring loan lock and closing dates are met
• Report on performance metrics
• Collaborate with internal departments to meet key loan deadlines, including loan lock and closing dates
• Manage pipeline reporting and key dates
• Provide ongoing coaching and training to sales support, ensuring consistency in procedures and compliance with lending regulations
• Collaborate closely with loan officers to structure loans accurately and finalize loan details for closing
• Proactively manage borrower communication to ensure a smooth and positive experience, answering questions, addressing concerns, and resolving issues promptly
• Monitor team performance, providing regular feedback, coaching, and development to ensure high productivity and exceptional service
• Prepare and present performance reports to senior leadership, tracking operational efficiency, loan pipeline status, and borrower satisfaction
• Foster a collaborative environment between sales and operations to ensure alignment on goals and a unified approach to meeting customer and company objectives
• Stay updated on changes in mortgage regulations and assist with training Distributed Retail colleagues on new guidelines and procedures
• Train and update colleagues on policy changes, loan procedure updates
• Collaborate with Compliance to inspect and ensure Distributed Retail is adhering to Regulations
• Assess borrower needs and provide personalized consultation on loan options that align with their financial goals
• Backup for calls and emails from Affinity Channels
• Ability to originate and self-source Loans from start to finish
• Assist Loan Officers and act as a resource
• Additional tasks as needed

Benefits

• competitive salaries
• an ownership stake in the company
• medical and dental insurance
• time off
• a great 401k matching program
• tuition assistance program
• an employee volunteer program
• a wellness program
• opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees