Sr Client Relations Manager

Fay Financial•,

6d•$105,000 - $125,000

About The Position

The Sr Client Relations Manager manages client relationships for a portfolio of investors to grow revenue through client retention, increased volumes, and upselling services, and may help acquire new clients through prospecting and referrals. The role develops, executes, and manages growth and retention strategies for assigned clients, leads client engagement, and coordinates issue resolution to support client satisfaction and generate revenue. This senior role calls for strategic thinking, strong planning and communication, and the ability to lead through influence. The manager works with leaders across the organization to obtain timely, data-backed insight into client portfolio performance, respond to issues, and support effective client performance management. The position reports to the Client Relations Leadership Team.

Requirements

Bachelor’s degree in Business or a related field, or an equivalent combination of experience and a high school diploma/GED.
10+ years of experience in client relationship management.
5+ years of experience in mortgage servicing, with knowledge of servicing processes and practices.
Demonstrated experience servicing clients in a fast-paced, dynamic work environment.
Previous experience leading projects and cross-functional project teams.
Strong customer service orientation.
Strong knowledge of Microsoft Office, including Excel, Word, and PowerPoint.
Strong financial and technical aptitude and business acumen.
Strong verbal and written communication skills.
Strong leadership skills, including the ability to lead by influence and drive cross-functional results.
Strong listening and facilitation skills for leading client meetings and internal discussions.
Strong interpersonal skills and the ability to develop and maintain effective relationships across the organization.
Strong analytical and problem-solving abilities, including analyzing and interpreting client portfolio and financial performance data to identify opportunities and propose solutions.
Sound decision-making and judgment.
Strong organizational and time-management skills, including effective time management for self and team.
Ability to prioritize effectively under tight deadlines in a fast-paced, dynamic environment.
Client focus, strong execution skills, and results orientation.
Strong attention to detail, compliance orientation, and commitment to high-quality work.
Ability to manage self and others through change, with high learning agility.
Collaborative, consultative, and team-oriented work style.
Self-directed, comfortable with ambiguity and uncertainty, and able to proactively ask questions and surface concerns.
Demonstrated ability to foster positive engagement and trust.
Ability to establish credibility while supporting the company’s culture, values, and priorities.
Professional maturity and integrity, and ability to maintain confidential data and information.

Responsibilities

Manage relationships for a portfolio of investor clients, with the objective of growing revenue through retention, increased volumes, and upselling services.
Participate in acquiring new clients through prospecting and referrals.
Develop, execute, and manage growth and retention strategies for assigned clients.
Lead client engagement and coordinate issue resolution to support client satisfaction and revenue generation.
Work cross-functionally with organizational leaders to obtain timely, thorough, data-backed insights into client portfolio performance and responses to issues.
Lead client meetings and internal discussions, and support effective client performance management.