Client Relations Account Executive III

Overview:

Are you ready to take your career to the next level? LoanCare, one of the top providers in the mortgage services industry, seeks an individual with a solid work history in the mortgage or real estate industry, to join our team as a Client Relations Account Executive III. The ideal candidate will enjoy working with clients, both internal and external; be detail oriented; and is driven to meet tight deadlines in a fast paced environment. If you are ready for a career and not just your next job, now is the time to join our team and become a part of something big.

• Responsible for interacting, managing and maintaining all aspects of the Client and/or Investor and Insurer (combined, known as “Agencies”) relationship
• Responsible for all aspects of Client/Agency 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 a main point of contact for all Client/Agency inquiries, questions and concerns
• Understand each Client’s/Agency’s business and is able to speak about all aspects of servicing and understands the industry and best practices
• Responsible for all training and implementation for new staff members within Client’s/Agency’s shop
• Utilizes all resources internally and externally (i.e., agency guides, HUD, etc.) to keep abreast with industry news and changes affecting Client/Agency
• Provides a monthly business review for Client/Agency on trends, SLA’s, etc.
• Researches, resolves, and reports Client/Agency problems and inquiries and ensures timely responses back to the Client
• Ensures timely updates provided to Client/Agency or representative through final problem resolution or completion of Client/Agency deliverable
• Evaluate and assess reports for trending and tracking client concerns/inquiries, and response time to Clients/Agencies
• Coordinates and conducts proactive Client/Agency conference calls and meetings – for all functional areas with proposed agenda to ensure preparedness for meeting and follow up/final resolution
• Makes recommendations to change process, procedures and management controls based on results of problem research and the final solution to Client/Agency raised issues and concerns
• Maintain a thorough knowledge of policies and tools to effectively answer the majority of Client/Agency inquiries without assistance
• Assist other team members as needed due to volume spikes
• All other duties as assigned

• High School Diploma or equivalent required
• 5+ years of experience in mortgage servicing or mortgage banking
• 5+ years of customer service experience
• Strong knowledge of the mortgage industry; agency and insurer experience required
• Strong knowledge of GSE, HUD, VA and GNMA guides
• Strong knowledge of Default and industry experience preferred
• Strong knowledge of LPS/MSP Systems
• Strong knowledge of Microsoft Suite applications and systems (i.e., Excel and PowerPoint)
• Strong negotiation and mediation skills, to structure a negotiation that serves the best interests of LoanCare
• Strong relationship or vendor/client management and communication skills
• Strong analytical, problem solving, research, interpretive and decision-making skills
• Detail oriented with the ability to successfully manage multiple priorities and meet deadlines
• Ability to work in fast paced environment
• Ability to travel to Client/Agency and/or LoanCare site locations
• Ability to communicate and work with all levels of management and senior executives
• Ability to meet client, department and investor standards with regard to job knowledge, quality, efficiency,
initiative, teamwork, customer service, productivity and overall performance

About Remote Employment 

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.

Essential Functions

Basic job duties an employee must be able to perform with, or without, reasonable accommodation.

• Critical Thinking - Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Reading Comprehension – Understand written sentences and paragraphs in work related documents
• English Language – Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Speaking – Communicate verbally with others to convey information effectively.
• Active Learning – Understand the implications of new information for both current and future problem-solving and decision-making.
• Active Listening – Give full attention to what other people are saying, take time to understand the points being made, ask questions for clarity, and don’t interrupt at inappropriate times.
• Instructing – Teach others how to do something.
• Judgment and Decision Making – Consider the relative costs and benefits of potential actions to choose the most appropriate one.
• Time Management – Manage one's own time and the time of others.
• Writing – Communicate effectively in writing as appropriate for the needs of the audience.
• Complex Problem Solving – Identify complex problems and review related information to develop and evaluate options and implement solutions.
• Deductive Reasoning – Able to apply general rules to specific problems to produce answers that make sense.
• Problem Sensitivity – Able to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
• Written Comprehension – Able to read and understand information and ideas presented in writing.
• Inductive Reasoning – Able to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
• Information Ordering – Able to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
• Near Vision – Able to see details at close range (within a few feet of the observer).
• Oral Comprehension – Able to listen and understand information and ideas presented through spoken words and sentences.
• Oral Expression – Able to communicate information and ideas verbally so others will understand.
• Speech Recognition – Able to identify and understand the speech of another person.
• Speech Clarity – Able to speak clearly so others can understand you.

Work Conditions 

Able to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance. Overtime required as necessary.

Physical Demands

• Sitting up to 90% of the time
• Walking and standing up to 10% of the time
• Occasional lifting, stooping, kneeling, crouching, and reaching

Equal Employment Opportunity

LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.

 Who We Are

LoanCare is a top national provider in mortgage loan subservicing. For 40 years, LoanCare has been servicing loans for banks, credit unions, independent mortgage companies, and portfolio investors. LoanCare is part of Fidelity National Financial (NYSE: FNF), a Fortune 500 company and leading provider of title insurance and transaction services to the real estate and mortgage industries. For more information, visit loancare.com.