Analyst, Client Relationship, Senior

Come join our amazing remote team as a Client Relationship Analyst, Senior. This role involves working with all levels of management and staff to maintain, support, and drive results for mortgage servicing counterparty relationships.

Responsibilities

• Independently manage assigned critical counterparty relationship(s) with limited reliance on management.
• Maintain day-to-day operational relationships with external senior executives and internal partners.
• Track and maintain open deliverables within the department system of record.
• Provide frequent and periodic relationship briefings and status updates to senior management.
• Develop and facilitate investor presentations with internal and external senior management teams, following up on outstanding deliverables.
• Learn all aspects of the business process, key performance drivers, and operational report metrics for counterparty relationships to ensure compliance.
• Gain expert knowledge of operational systems and their utilization within the business process.
• Gather and document client/investor servicing requirements and ensure compliance.
• Participate in the initial diligence process, analyzing loan portfolio data, identifying delinquency rates, and other key portfolio metrics.
• Ensure required documents, approvals, and instructions are in place for relationship servicing.
• Consult with internal/external clients on industry or organizational changes affecting service delivery.
• Coordinate the quality control process between investors and internal business units to align investor loan servicing guidelines with CMS servicing operations.
• Perform loan data analysis to validate and communicate test results to clients/investors or internal business units.
• Analyze investor and prospective business plans, and service requirements to ensure compliance with contractual requirements.
• Ensure account documentation is up-to-date and accurate.
• Participate in project communications, training materials, and business procedures/documentation.
• Coordinate with internal departments regarding client/investor instructions and process changes.
• Assist with change management and process improvement.
• Analyze portfolio performance and recommend opportunities for improved service delivery.
• Evaluate process recommendations from internal departments and determine appropriate corrective action.
• Propose solutions for potential reputational exposure or related service issues.
• Maintain compliance with CMS policies and procedures.
• Escalate issues of risk concern to management while maintaining data integrity and confidentiality.
• Perform other duties as assigned.

Requirements

• Solid comprehension of mortgage servicing and operations.
• Proficient in MS Office applications, specifically PowerPoint and Excel (e.g., functions, conditional statements, vlookup formulas).
• Excellent verbal and written communication skills.
• Strong internal/external customer-facing skills.
• Team-player with high self-motivation and ability to work independently with minimal supervision.
• Familiarity with MortgageServ/LoanServ or comparable systems.
• Ability to apply critical thinking and develop solutions with exceptional problem-solving skills.
• Ability to comprehend and articulate complex mortgage servicing topics spanning the entire mortgage life cycle.
• Ability to maintain high-speed internet access while working remotely and work in the designated office as needed.
• Project management awareness and ability to work in a project environment.
• Ability to formulate complex and comprehensive materials such as requirements documents, reports, and presentations.
• Strict adherence to confidentiality requirements.
• Ability to collaborate and explore alternative solutions for complex problems.
• Decision-making ability with significant impact on the immediate work unit and beyond.
• Basic arithmetic skills for recording, balancing, and checking results for accuracy.
• Strong oral communication skills for accurate and quick information exchange.
• Occasional travel may be required.
• Focus-driven approach with strict adherence to deadlines.
• Bachelor’s degree required, preferably in business, economics, finance, or mathematics.
• Two to four (2-4) years’ experience in relationship management or client services within mortgage servicing or a related industry.
• Microsoft certification preferred.

Pay

The approved target pay range for this position is $90,000 to $100,000.

Benefits

• Comprehensive healthcare plans for you and your family.
• Discretionary 401(k) match of 50% of the first 4% of pay contributed.
• Access to fitness, restaurant, retail, and other discounts through our employee portal.
• Customized training programs to help advance your career.
• Employee referral bonuses.
• Educational reimbursement.
• Carrington Charitable Foundation contributions to community causes reflecting employee interests.