Client Relations Account Executive III - Remote

About the Role

LoanCare, a leading provider in the mortgage services industry, seeks an experienced professional to join our team as a Client Relations Account Executive III. The ideal candidate will have a solid work history in the mortgage or real estate industry, enjoy working with both internal and external clients, and thrive in a fast-paced, detail-oriented environment with tight deadlines.

Responsibilities

• Interact, manage, and maintain all aspects of the Client, Investor, and Insurer (collectively “Agencies”) relationship.
• 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 communicate effectively about all aspects of servicing, industry best practices, and relevant updates.
• 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 current with industry news and changes affecting Clients/Agencies.
• Provide monthly business reviews for Clients/Agencies on trends, SLAs, and other key metrics.
• Research, resolve, and report Client/Agency problems and inquiries, ensuring timely responses and updates through final resolution.
• 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 the majority of 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, mediation, and relationship/vendor management skills.
• Strong analytical, problem-solving, research, interpretive, and decision-making skills.
• Detail-oriented with the ability to manage multiple priorities and meet deadlines 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: Fidelity National Financial matching 401(k) and employee stock purchase plans.
• Wellness Programs: Access to mental health resources, including free Calm memberships, and initiatives promoting 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 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 and be productive during normal business hours, with flexibility for early, late, or weekend hours as needed for job performance.
• Overtime required as necessary.

Work Conditions

This role is remote. LoanCare provides the necessary equipment; you will need a quiet, private workspace and a high-speed internet connection with a minimum download speed of 25 megabits per second (MBPS) and a minimum upload speed of 10 MBPS.