Client Relationship Manager, Servicing

About the role

The Client Relationship Manager serves as the primary relationship manager for a portfolio of servicing clients and strategic partners within the manufactured housing finance space. This role is responsible for overseeing client relationships, coordinating servicing operations, supporting servicing transfer initiatives, and driving operational excellence across assigned portfolios.

Responsibilities

• Serve as the primary point of contact for an assigned portfolio of servicing clients, investors, and business partners.
• Build and maintain strong client relationships through proactive communication, operational support, and strategic partnership.
• Lead servicing oversight activities, including issue resolution, operational escalations, and client-specific initiatives.
• Partner with internal servicing teams to ensure timely and accurate execution of servicing obligations and portfolio deliverables.
• Drive implementation of operational improvements, servicing strategies, and process efficiencies that enhance client experience and portfolio performance.
• Monitor portfolio performance metrics, servicing trends, and operational risk indicators.
• Coordinate and manage client requests, servicing approvals, and operational deliverables in alignment with servicing requirements.
• Lead and coordinate servicing transfer activities, including onboarding and offboarding processes, client communications, data validation, timeline management, operational readiness, and coordination with internal teams and third-party partners to ensure seamless transfer execution.
• Serve as the primary liaison for servicing transfer initiatives, ensuring all operational, regulatory, investor, and client requirements are completed accurately and within established timelines.
• Oversee transfer-related activities, including data reconciliation, boarding coordination, exception management, and operational tracking.
• Support issue resolution efforts related to servicing discrepancies, customer escalations, payment processing, and portfolio exceptions.
• Perform oversight and reconciliation of servicing-related invoices, fees, reporting, and exception items.
• Conduct root cause analysis for operational issues and partner with business teams to implement corrective actions and process improvements.
• Review servicing agreements and operational requirements to identify risks, gaps, and implementation needs.
• Assist with onboarding new servicing clients and support integration activities across operational teams.
• Prepare and present portfolio updates, operational findings, servicing metrics, and strategic recommendations to leadership and clients.
• Organize and participate in client meetings, servicing transfer meetings, operational reviews, and onsite visits as needed.
• Support special projects, strategic initiatives, and additional responsibilities assigned by leadership.

Qualifications

• Bachelor’s degree in Business, Finance, Operations, or related field preferred.
• 5+ years of experience in loan servicing, client management, servicing operations, manufactured housing finance, or related financial services experience.
• Prior experience in a client-facing servicing, portfolio oversight, or operational management role strongly preferred.
• Experience managing or coordinating servicing transfers preferred.
• Manufactured housing, consumer finance, or specialty servicing experience is a plus.

Skills & Competencies

• Strong understanding of servicing operations, loan portfolios, payment processing, escrow administration, servicing transfers, and customer servicing workflows.
• Familiarity with manufactured housing finance and servicing operations preferred.
• Knowledge of regulatory servicing requirements and operational compliance standards.
• Exceptional client relationship management and communication skills.
• Strong analytical, organizational, and problem-solving capabilities.
• Ability to manage multiple priorities in a fast-paced, growth-oriented environment.
• Experience leading cross-functional operational initiatives and process improvements.
• Strong analytical, reporting, and problem-solving capabilities, with experience leveraging Excel, business intelligence platforms, AI-assisted tools, and operational analytics to improve decision-making and process efficiency.
• Strong presentation and executive communication skills.
• Experience with servicing systems, operational reporting tools, or business intelligence platforms is a plus.
• Self-starter with strong attention to detail, accountability, and ownership mentality.