Client Services Representative

• Manage a high volume of daily inbound communications, including 50–100 emails and phone calls, addressing inquiries related to underwriting guidelines, product specifications, operational procedures, loan statuses, approvals, purchases, and conditions.
• Coordinate and conduct seller pipeline calls on a daily, weekly, or monthly basis, tailored to individual client needs.
• Cultivate and maintain effective working relationships with internal teams and external Correspondent Lenders and their staff.
• Demonstrate proficiency in reviewing collateral, compliance documentation, underwriting decisions, and closing packages.
• Evaluate loan decisions and conditions, and collaborate with management to identify viable alternatives when necessary.
• Deliver exceptional customer service within established service-level agreements.
• Clearly and concisely communicate the rationale behind required conditions to Correspondent Lenders.
• Monitor and report loan statuses, and provide guidance on system navigation and process-related inquiries.
• Partner with leadership to support decision-making related to loan and business operations.
• Liaise with vendors and Correspondent Sales teams to ensure alignment and issue resolution.
• Analyze operational trends and contribute to the development and implementation of process improvements.
• Ensure adherence to productivity, quality, and performance standards.
• Leverage both onshore and offshore resources to support operational and procedural objectives.
• Maintain compliance with applicable laws, regulations, and GSE requirements, staying current with industry changes.
• Provide organized and timely escalations to leadership as needed.

Senior Client Services Specialist – Correspondent Lending Operations

Client Services Manager

Client Services Coordinator II

Client Support Supervisor

Client Services Associate

Client Services Specialist