Client Inquiry Manager

About the role

Reporting to the VP, Client Services, this position is the first‑line point of contact for client inquiries and loan‑level questions and concerns from our clients.

Responsibilities

• Researches and resolves ticketed issues within defined service levels.
• Collaborates with internal teams to provide accurate responses, escalating atypical or multi‑factor issues according to the playbook.
• Maintains comprehensive knowledge of client policies, established SLAs, company procedures, servicing functions, inter-department workflows and related systems to deliver exceptional client support.
• Prepares client demos, documents client-related issues, tracks inquiries through the SNOW ticketing system and identifies trends for reporting to senior leadership.

Requirements

• Bachelor’s Degree in Business, Management or related field (or equivalent combination of years of experience with High School Diploma/ GED)
• 5+ years’ deep experience in Customer Service required
• Prior experience providing service to institutional clients within a B2B model within the Mortgage Servicing industry

Skills

• Strong customer service and relationship management skills
• Solid project management abilities
• Solid skills and experience in MS Word, Excel and Outlook
• Previous experience with MSP and related mortgage servicing platforms strongly preferred
• Strong verbal and written communication skills
• Strong interpersonal skills
• Solid influencing skills; comfortable with productive conflict
• Strong analytical skills
• Solid decision-making abilities coupled with sound judgment
• Strong time management skills
• Ability to prioritize numerous tasks and manage shifting priorities
• Client focused with strong execution skills and results orientation
• High-level of precision with attention to detail and consistency
• Flexible, open to change, ability to learn new things quickly
• Ability to work in a collaborative environment and provide guidance for working groups