Client Relations Manager

LoanCare

Client Relations Department Manager at LoanCare provides leadership and oversight of client accounts. Collaborates with staff on best practices and ensures service delivery meets expectations.

Posted 4/21/2026full-timeRemote • 🇺🇸 United StatesSeniorLead💰 $74,600 - $139,800 per yearWebsite

About the role

Key responsibilities & impact

Provide departmental leadership and manage the Client Relations staff
Oversee several client accounts to ensure day-to-day activities, responsibilities, and deliverables are met to clients’ satisfaction
Oversee/monitor training and implementation for new staff members within client’s/agency’s shop
Utilize all resources internally and externally (i.e., agency guides, HUD, etc.) to stay informed of industry news and changes affecting clients/agencies
Provide staff guidance, feedback, and coaching to improve processes and communication
Serve as a point of contact for internally escalated issues with clients and/or Client Relations staff
Track/trend issues and escalate concerns to management
Ensure staff is informed about industry updates, changes, and best practices that ensure client satisfaction
Coordinate and participate in training of new staff
Lead general staff meetings and participate in senior management meetings/discussions as needed
Participate in and coach/assist team with proactive client/agency conference calls/meetings for all functional areas with proposed agenda; ensure preparedness for meeting and follow-up/final resolution
Perform timecard verification and performance reviews; conduct interviews for new staff
Manage and maintain departmental policies and procedures
All other duties as assigned

Requirements

What you’ll need

High School Diploma or equivalent
8+ years of client relations or customer service experience in the mortgage servicing or mortgage banking industry
5+ years of supervisory or managerial experience
Strong industry and agency (GNMA, FNMA, FHLMC) knowledge
Strong knowledge of the mortgage industry; agency and insurer experience
Strong knowledge of GSE, HUD, VA, and GNMA guides
Strong knowledge of LPS/MSP systems
Strong negotiation and mediation skills
Strong vendor/client management and communication skills
Strong analytical, problem solving, research, interpretive, and decision-making skills
Strong knowledge of Microsoft Office applications and systems (e.g., Excel, PowerPoint)

Benefits

Comp & perks

Optional medical, dental, vision, life, and disability insurance
Paid holidays, vacation, and sick leave
Fidelity National Financial matching 401(k) and employee stock purchase plans
Access to mental health resources, including free Calm memberships
Discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

client relationscustomer servicesupervisory experiencemanagerial experiencenegotiation skillsmediation skillsanalytical skillsproblem solvingresearch skillsdecision-making skills

Soft Skills

leadershipcommunication skillsstaff guidancecoachingprocess improvementissue trackingteam collaborationmeeting facilitationperformance reviewinterviewing