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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
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
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