Sr Client Relations Manager

Fay Servicing•Farmers Branch, TX

52d•$145,000•Hybrid

About The Position

Founded in 2008, The Fay Group is a diversified real estate services company offering a complete range of home ownership products and services to include mortgage servicing, property renovations, property management, realty, business purpose lending, and insurance to homeowners, investors and clients nationwide. We consider the people behind those mortgages, and work hard to give them the best opportunity to stay in their homes by providing solutions to navigate the challenges of homeownership while working toward their long-term financial goals. Join Us on Our Journey We are currently looking for a Senior Client Relations Manager to join our team. Reporting to the Client Relations Leadership Team, this position is responsible for managing client relationships for a portfolio of investors with the objective to grow revenue through the retention of clients, resulting in increased volumes and upsell of services, and/or participating in the acquisition of new clients through prospecting and/or referrals. This role develops, executes, and manages the growth and retention strategy for the assigned clients, actively leads client engagement, and coordinates issue resolution to ensure client satisfaction and procurement of new revenue. This elevated role requires a strategic mindset, strong planning skills, the ability to lead by influence, effective communication skills, and a strong ownership mentality. Success requires the Senior Client Relations Manager to work effectively with leaders across the organization to obtain timely and thorough data-backed insights to the client's portfolio performance, responses to issues, and ensure overall effective client performance management.

Requirements

Bachelor's degree in Business or related field (or equivalent combination of years of experience with High School diploma/GED) required
10+ years' experience in client relationship management
5+ years' 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 (Excel, Word, and PowerPoint)
Strong financial and technical aptitude
Strong verbal and written communication skills
Strong leadership skills with the ability to lead by influence to garner support and drive results cross-functionally
Strong listening skills coupled with strong facilitation abilities to effectively lead client meetings and internal discussions
Strong interpersonal skills with the ability to develop and maintain effective relationships across the organization
Strong analytical and problem-solving abilities to analyze and interpret client portfolio and financial performance data to identify opportunities and propose well-developed solutions
Solid decision-making abilities coupled with sound judgement
Strong organizational skills; effective time management for self and team
Ability to effectively prioritize under tight deadlines in a fast-paced, dynamic environment
Client-focused with strong execution skills and results orientation
Strong attention to detail; strong compliance orientation; high quality of work product
Ability to effectively manage self and others through change; high learning agility
Collaborative and consultative work style; high team-orientation
Self-directed; comfortable working with ambiguity and uncertainty; ability to proactively ask questions and surface issues/ concerns
Demonstrated ability to foster an environment of positive engagement and trust
Ability to establish credibility by recognizing/ supporting the company's culture, values, and priorities
Professional maturity, integrity, and ability to maintain confidential data and information
Strong business acumen; strong fiscal and technical aptitude

Responsibilities

managing client relationships for a portfolio of investors with the objective to grow revenue through the retention of clients, resulting in increased volumes and upsell of services, and/or participating in the acquisition of new clients through prospecting and/or referrals.
develops, executes, and manages the growth and retention strategy for the assigned clients, actively leads client engagement, and coordinates issue resolution to ensure client satisfaction and procurement of new revenue.
work effectively with leaders across the organization to obtain timely and thorough data-backed insights to the client's portfolio performance, responses to issues, and ensure overall effective client performance management.