Director of Client Services

Dovenmuehle Mortgage, Inc. • Lake Zurich, IL

65d • Hybrid

About The Position

Dovenmuehle is looking for a forward-thinking Director to guide our team of Account Relationship Managers in building and expanding lasting partnerships with financial institution clients. In this role, you will be responsible for overseeing day-to-day team operations and ensuring our customers receive a remarkable, results-driven service. You will also establish and refine an iterative, collaborative framework that empowers the team to continuously deliver on our client-centric objectives. The ideal candidate is a motivating leader with a strong background in relationship management, team growth, and strategic planning within a financial services setting.

Requirements

• Minimum 10 years in leadership roles at a high performing finance/consulting/software company or equivalent, focused on technology enabled transformations in the Professional/Customer Services sector.
• Demonstrated success leading and growing a team of individual contributors.
• Excellent verbal and written communication skills, including the ability to chair sessions and host webinars.
• Including digital transformation design, implementation, and management.
• Strong executive relationships with C-Level executive leaders.
• Successful history of managing high performing teams, meeting, or exceeding customer KPIs and expanding offerings with clients.
• Fanatical about customer success and obsessed with driving long-term customer value and product adoption.
• Highly data-driven with commitment to drive business outcome and value realization across the portfolio.

Nice To Haves

• Experience as a Financial or Mortgage Banking executive.
• Knowledge of financial, banking or mortgage servicing software and platforms.
• Demonstrated success in integrating with other internal account functions and external partners.

Responsibilities

• Work with executive management at Dovenmuehle to provide superior service to financial institution clients, addressing inquiries, managing requests, and resolving issues in a timely manner.
• Develop metrics and implement software for Account Relationship Managers to provide superior service to financial institution clients, addressing inquiries, managing requests, and resolving issues in a timely manner.
• Develop and implement strategies for team performance, ensuring consistent high-quality customer service and achievement of relationship management goals.
• Monitor team performance metrics, set individual and team goals, and provide regular feedback to foster a high-performing and engaged team.
• Adoption and use of digital based technologies is critical to the scaling, impact and cost effectiveness of the business.
• Lead business planning for respective client verticals aligned with the company's overall strategic direction.
• Manage/oversee the operational aspects of the portfolio delivering satisfaction, quality assurance, and performance metrics for client accounts.
• Partner with Product Management to ensure that our product is understood and positioned well by the Client Managers.
• Function as the escalation point for complex client issues or disputes, offering guidance and solutions to ensure customer satisfaction.
• Aggregate and prioritize customer data and feedback to identify trends, opportunities for service improvements, and potential risks to relationships.
• Create and deliver presentation materials to show team performance, measured improvement, and client satisfaction metrics to senior management and other stakeholders.
• Train, mentor, and develop Account Relationship Managers to enhance their skills and support their professional growth.
• Prepare regular reports on team performance, client satisfaction, and business growth, presenting them to senior management as required.
• Keep abreast of industry trends, best practices, and regulatory changes to maintain compliance and competitive advantage in the financial services space.
• Leverage CRM systems to manage and track client interactions, ensuring effective relationship management and follow-up.
• Drive continuous improvement by working actively with cross-functional teams to innovate and find ways for the Managers to increase productivity.
• Successfully complete annual regulatory compliance training.
• Performs other related duties as assigned.

Benefits

• Medical, Dental, Vision, Wellness, Flexible Spending Account, Employee Assistance Program and more
• Employer paid Life Insurance, Short Term Disability, and Long-Term Disability
• 401 (K) Plan with company match
• Paid Vacation, Sick, Personal and Holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees