Licensed Client Relationship Advisor

Evergreen Openings • Tempe, AZ

4d • Onsite

About The Position

The Licensed Client Relationship Advisor is a customer-facing role responsible for serving as a single point of contact and trusted advisor for customers throughout the life of the loan, primarily following closing. This role supports long-term client relationship co-ownership in partnership with the Evergreen loan officer, customer retention, and revenue generation by combining high-touch servicing support with identification of appropriate refinance, HELOC, assumption, and other approved product opportunities. This role also owns complex, customer-impacting specialty servicing requests that require strong communication, follow-through, and cross-functional coordination. These may include collections and default support, assumptions, recasts, PMI removal, SCRA verification, Construction Loans, collateral-related requests, Loan Officer priority support, insurance-related servicing matters, and other specialty requests affecting the borrower experience.

Requirements

• 2-4 years of mortgage servicing, loan origination, customer relations, or closely related mortgage experience required.
• Active NMLS license in designated states (X, X) is required. Associates may be required to obtain and maintain licensure in additional states during employment based on business needs.
• Strong working knowledge of mortgage servicing processes, loan lifecycle, customer relationship management, and applicable regulatory requirements.
• Strong verbal and written communication, organization, attention to detail, and follow-through.
• Ability to manage complex customer requests requiring documentation, urgency, and cross-functional coordination.
• Ability to communicate effectively with borrowers, Loan Officers, third parties, and internal partners.
• Ability to perform system-related activities accurately within established controls.
• Ability to manage competing priorities in a fast-paced, team-oriented environment.
• Strong judgment in identifying issues requiring escalation or partnership across teams.
• Exercise good judgment and strong character, motivated, hard working.
• Ability to work well with fellow associates, clients and vendors.
• Good communication skills.
• Neat, clean, healthy work habits.

Nice To Haves

• 1-3 years experience supporting or coordinating assumptions, HELOCs, refinances, or other complex mortgage-related requests preferred.
• Experience using Five9 or similar customer communication and case-management platforms preferred.
• May be required to drive for business purposes and if so, must hold a driver’s license in good standing and maintain personal auto insurance in compliance with EHL’s Auto Insurance policy.
• Continuously explore, adopt, and integrate approved AI tools into daily work to improve productivity, accuracy, scalability, and workflow efficiency, while ensuring compliance with company policies, security standards, and data protection requirements.
• Work well with other members of the EHL team and be willing to fill in when needed.

Responsibilities

• Serve as the customer’s single point of contact and trusted advisor for life-of-loan relationship needs, specialty servicing matters, and approved relationship-based revenue opportunities.
• Build and maintain long-term customer relationships through proactive outreach, education, follow-up, and continuity of service.
• Support customer retention and revenue generation by identifying appropriate refinance, HELOC, assumption, and other approved mortgage or partner-product opportunities.
• Provide high-touch support to Loan Officers as key internal customers through Ask Servicing and other concierge-support channels.
• Own end-to-end communication and case management for specialty servicing work, including collections and default support, assumptions, recasts, PMI removal, collateral-related requests, SCRA verification, Construction Loans, insurance-related servicing matters, and other complex customer-impacting requests.
• Support assumption-related work requiring licensing, including customer communication, explanation of next steps, required disclosures, and compliant handling of licensed interactions.
• Perform customer communication activities across approved channels, including phone, email, voicemail, and digital methods.
• Document customer, Loan Officer, third-party, and internal interactions in Five9 and other required systems using established tracking, documentation, and disposition standards.
• Research and resolve mortgage servicing inquiries, manage request intake, gather documentation, provide status updates, and coordinate next steps through resolution.
• Perform approved system updates and transactional activities using documented job aids, workflows, and internal controls.
• Coordinate with Servicing, Originations, Processing, Underwriting, HELOC Operations, Closing, Compliance, Payment Processing, and other internal departments to support timely and accurate resolution.
• Monitor open requests for urgency, aging, and follow-through; escalate issues and workflow breakdowns as appropriate.
• Support customer satisfaction, NPS, quality, and service goals through accurate, timely, and relationship-centered handling of requests.
• Perform other duties as assigned.

Benefits

• Eligible associates (and their families) have the option to enroll in medical, dental, and/or vision coverage of which both the associate and the company contribute towards expenses.
• Basic Life/AD&D insurance for eligible associates as well as a Short-term Disability benefit are provided by Evergreen.
• Additional Voluntary Life/AD&D, Long-term Disability benefits and Legal/ID protection plans paid for by the associate are also available.
• Associates are automatically enrolled in Evergreen’s 401(k) plan.
• Personal Time Off (PTO) of up to 13.34 hours may be earned monthly and associates may enjoy 9 paid holidays each year.
• Paid voluntary day of work, company matching on charitable donations and mortgage loan benefit.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree