[Remote] Client Relations Account Executive II
Note: The job is a remote job and is open to candidates in USA. LoanCare is a leading full-service mortgage loan subservicer, dedicated to delivering excellence to banks, credit unions, and homeowners. The Account Executive II will oversee client relationships, ensuring satisfaction and addressing inquiries while training new staff and providing insights on industry changes.
Responsibilities
- Oversee and maintain all aspects of the client relationship
- Maintain client satisfaction by ensuring comparisons are done month-to month, escalated issues are brought to attention of manager, suggested solutions are provided, meeting follow up is documented, etc
- Serve as main point-of-contact for client inquiries and concerns
- Understand each client’s business; speak about all aspects of servicing; understand the industry and best practices
- Train and implement new staff members within client’s shop
- Utilize resources internally/externally (e.g., agency guides, HUD, etc.) to stay informed on industry news and changes affecting client
- Provide monthly business review for client on trends, SLAs, etc
- Research, resolve, and report client problems and inquiries; ensure prompt responses to client
- Ensure prompt updates to client or representative through final problem resolution/completion of client deliverable
- Evaluate and assess reports for trending and tracking client concerns/inquiries and response times to clients
- All other duties as assigned
Skills
- High School Diploma or equivalent
- 3+ years of experience in mortgage servicing or mortgage banking
- 3+ years of customer service experience
- Proficient knowledge of LPS/MSP systems
- Proficient knowledge of Microsoft Office applications and systems (e.g., Excel, PowerPoint)
- Proficient negotiation and mediation skills
- Proficient vendor/client management and communication skills
- Proficient analytical, problem-solving, research, interpretive, and decision-making skills
- Detail-oriented with the ability to successfully manage multiple priorities and effectively meet deadlines
- Ability to work in a fast-paced environment
- Knowledge of GSE, HUD, VA, and GNMA guides
- Mortgage default experience
Benefits
- 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, and initiatives that promote physical and emotional well-being
- Programs that celebrate achievements and milestones
- Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports your continued education and professional growth
- Flexibility to work remotely, while staying connected through virtual engagement
- We provide the necessary equipment; all you need is a quiet, private place in your home and a high-speed internet connection with a minimum network download speed of 25 megabits per second (MBPS) and a minimum network upload speed of 10 MBPS.
Company Overview