Allied Solutions

General

• Proactive Monitoring of Client Performance: Review, monitor and make informed data driven decisions to provide proactive services and meet client goals
• Performance Opportunity Management: Serve as the Subject Matter Expert of contact for accounts in the identification, escalation, monitoring, and resolution of Risk Management level Tracking and Escrow Service issues
• Client Retention Activities: Execute Client Meetings and Service Touchpoints supporting the Account Executives
• Onboarding of new clients: Manage various tasks associated with the onboarding process

Client Specialist

Team Lead

• Review and resolve escalated or high-risk flood insurance cases
• Interpret advanced policy documentation including endorsements and elevation certificates
• Ensure compliance with NFIP, private insurance, and lender-specific standards
• Serve as a initial reviewer for coverage adequacy and documentation accuracy
• Provide guidance and support to Flood Specialists I and II
• Lead training sessions and assist in onboarding new team members
• Offer performance feedback and support skill development
• Act as a resource for technical and procedural questions
• Maintain strong working relationships with insurance agents and lender partners
• Handle complex outbound and inbound communications regarding policy issues
• Resolve disputes and ensure timely documentation delivery
• Represent the flood operations team in cross-functional meetings
• Lead preparation for internal and external audits
• Monitor regulatory changes and update procedures accordingly
• Collaborate with compliance and legal teams to ensure readiness and accuracy
• Develop and maintain documentation for regulatory reporting
• Identify inefficiencies and recommend workflow enhancements
• Contribute to SOP development and system optimization
• Participate in cross-functional initiatives to improve flood operations
• Support departmental goals and strategic initiatives
• Assist with overflow work and special projects
• Provide input on technology and system enhancements

Flood Team Lead

Client Coordinator

• Serve as the primary point of contact for clients
• Maintain consistent contact to maximize client service and satisfaction
• Manage and escalate any client impacts to field and internal loan servicing teams
• Analyze loan level indicators for overall awareness and issue prevention
• Process and resolve client and field requests according to compliance
• Ensure resolution of significant issues through coordination and collaboration with cross-functional teams

Client Experience Coordinator

Account Manager

• Monitor key performance indicators across assigned national accounts and take action to improve service, financial, and operational outcomes
• Oversee core program activities including tracking, notice activity, billing and file exchanges, premiums, refunds, claims, and recovery performance
• Identify risks related to compliance, client experience, and program execution, and partner across teams to resolve issues quickly and effectively
• Ensure programs operate within established KPIs, contractual expectations, and regulatory requirements
• Support newly transitioned top-tier accounts during early production to stabilize performance and maximize profitability
• Serve as the primary point of contact for escalations, service issues, and performance gaps across assigned accounts
• Assess root causes, develop action plans, and drive remediation efforts to restore service levels and protect the client experience
• Maintain a strong working knowledge of contracts, service level agreements, and program requirements to ensure obligations are met
• Lead regular client touchpoints, including monthly, quarterly, and ad hoc business reviews, with clear agendas, follow-up actions, and documented outcomes
• Build trusted relationships with client stakeholders and communicate proactively on performance, risks, opportunities, and service enhancements
• Prepare and deliver polished client-facing presentations and business updates as needed

National Account Manager

Administration

• Partner with client and internal teams to ensure long-term professional relationships
• Provide day-to-day management of the CPI/LPI and review of the lender cycle
• Ensure Lenders receive billings and reports correctly and borrowers receive Notices accordingly
• Process and audit notices, certificates, premium, images, client requests, and other aspects of day-to-day management of CPI and LPI
• Manage premium collection and refunding for timeliness and accuracy
• Subject Matter Expert for internal employees on day-to-day operational questions pertaining to CPI/LPI
• Identify, escalate, and manage tasks related to program impacts to the client, sales and loan servicing teams
• Answer questions, correct errors, and resolve discrepancies
• Track accounts to ensure timely processing, manage premium collection and refunding for timeliness and accuracy
• Analyze loan level indicators for overall awareness and issue prevention

Client Specialist

Flood Team Lead

Client Experience Coordinator

National Account Manager

Lender Task Administrator