Client Relations Account Executive III-Client Discovery

About the Role

LoanCare, a leading provider in the mortgage services industry, seeks an experienced Client Relations Account Executive III to join our team. The ideal candidate will have a solid background in the mortgage or real estate industry, thrive in a fast-paced environment, and be driven to meet tight deadlines while maintaining strong client relationships.

Responsibilities

• Interact, manage, and maintain all aspects of the Client, Investor, and Insurer (collectively “Agencies”) relationships.
• Ensure Client/Agency satisfaction by conducting month-to-month comparisons, escalating issues to management, providing suggested solutions, documenting meeting follow-ups, and more.
• Serve as the main point of contact for all Client/Agency inquiries, questions, and concerns.
• Understand each Client’s/Agency’s business and speak knowledgeably about servicing, industry best practices, and relevant changes.
• Lead training and implementation for new staff members within the Client’s/Agency’s team.
• Utilize internal and external resources (e.g., agency guides, HUD) to stay updated on industry news and changes affecting Clients/Agencies.
• Provide monthly business reviews for Clients/Agencies on trends, SLAs, and performance metrics.
• Research, resolve, and report Client/Agency problems and inquiries, ensuring timely responses.
• Provide timely updates to Clients/Agencies through final resolution or completion of deliverables.
• Evaluate and assess reports for trending client concerns, inquiries, and response times.
• Coordinate and conduct proactive Client/Agency conference calls and meetings with prepared agendas, follow-ups, and final resolutions.
• Recommend process, procedure, and management control changes based on problem research and solutions to Client/Agency issues.
• Maintain thorough knowledge of policies and tools to effectively address most Client/Agency inquiries without assistance.
• Assist other team members during volume spikes.
• Perform all other duties as assigned.

Requirements

• 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.
• Proficiency in Microsoft Suite applications (e.g., Excel, PowerPoint).
• Strong negotiation and mediation skills to structure agreements serving LoanCare’s best interests.
• 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 manage multiple priorities and meet deadlines.
• Ability to work in a 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 for job knowledge, quality, efficiency, initiative, teamwork, customer service, productivity, and overall performance.

Benefits

LoanCare’s Total Rewards Package offers a comprehensive blend of health and welfare, financial, lifestyle, and learning benefits to support employee well-being and engagement.

• Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance.
• Time Off: Paid holidays, vacation, and sick leave.
• Retirement & Investment: Matching 401(k) plan and employee stock purchase plan.
• Wellness Programs: Access to mental health resources, including free Calm memberships, and initiatives promoting physical and emotional well-being.
• Employee Recognition: Programs celebrating achievements and milestones.
• Lifestyle & Learning Perks: Discounts on gym memberships, pet insurance, and employee purchasing programs, plus tuition reimbursement for continued education and professional growth.

Pay

Compensation Range: $58,700.00 - $98,600.00 annually. Actual compensation may vary within the range based on qualifications, skills, and experience.

Schedule

• Able to work during normal business hours and adjust to early, late, or weekend hours as needed for job performance.
• Overtime required as necessary.

Work Conditions

• Remote Employment: LoanCare provides necessary equipment. You need a quiet, private workspace and a high-speed internet connection with a minimum download speed of 25 MBPS and upload speed of 10 MBPS.
• 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.