Client Relations Account Executive II

Responsibilities

• Oversight and maintenance of client relationships.
• Maintain client satisfaction by ensuring comparisons are done month-to-month, escalating issues, providing suggested solutions, documenting follow-up, 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 reviews for the client on trends, Service Level Agreements (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 deliverables.
• 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.

Benefits

Total Rewards Package includes:

• Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance.
• Time Off: Paid holidays, vacation, and sick leave.
• Retirement & Investment: Fidelity National Financial matching 401(k) and employee stock purchase plans.
• Wellness Programs: Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being.
• Employee Recognition: Programs that celebrate achievements and milestones.
• Lifestyle & Learning Perks: 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.

Pay

Compensation Range: $46,700 - $78,400 annually. Actual compensation may vary within the range provided, depending on a number of factors, including qualifications, skills and experience.

Schedule

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.