[Hiring] Client Relations Account Executive II @LoanCare

Role Description

We are seeking to fill the role of Account Executive II. The ideal candidate enjoys collaborating with clients, industry partners, and internal teams to maximize outcomes for homeowners.

• 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 the attention of the manager, suggested solutions are provided, meeting follow-up is documented, etc.
• Serve as the 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 the client’s shop.
• Utilize resources internally/externally (e.g., agency guides, HUD, etc.) to stay informed on industry news and changes affecting the client.
• Provide monthly business review for the client on trends, SLAs, etc.
• Research, resolve, and report client problems and inquiries; ensure prompt responses to clients.
• Ensure prompt updates to the 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.

Qualifications

• 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.

Requirements

• 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.
• Matching 401(k) plan and employee stock purchase plan.
• 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.