REMOTE Client Relationship Analyst

About the Role

Join our remote team as a Client Relationship Analyst, focusing on capturing and documenting client/investor servicing requirements, creating investor presentations, performing ad hoc analysis, and assisting in loan servicing transfers, change management, process improvement, and client relations activities. You will work with all levels of management and staff to maintain, support, and drive results in mortgage servicing counterparty relationships while adhering to company policies, procedures, and all applicable laws and regulations.

Responsibilities

• Learn all aspects of the business process, key performance drivers, and operational report metrics.
• Gain expert knowledge of operational systems and their utilization within the business process.
• Gather and document client/investor servicing requirements.
• Participate in the initial diligence process; analyze loan portfolio data, identify delinquency rates, and other key portfolio metrics.
• Ensure required documents, approvals, and instructions are in place for relationship servicing.
• Consult with internal/external clients on industry or organizational changes affecting service delivery.
• Coordinate the quality control process between investors and internal business units to align investor loan servicing guidelines with CMS servicing operations.
• Perform loan data analysis to validate and communicate test results to clients/investors or internal business units.
• Analyze investor and prospective business plans and service requirements to ensure compliance with contractual requirements.
• Ensure account documentation is up-to-date and accurate.
• Participate in project communications, training materials, and business procedures/documentation.
• Coordinate with internal departments regarding client/investor instructions and process changes.
• Assist with change management and process improvement.
• Analyze portfolio performance and recommend opportunities for improved service delivery.
• Evaluate process recommendations from internal departments and determine appropriate corrective action.
• Propose solutions for potential reputational exposure or related service issues.
• Maintain compliance with CMS policies and procedures.
• Escalate issues of risk concern to management and maintain data integrity and confidentiality.
• Independently manage assigned counterparty relationship(s) with limited reliance on management.
• Actively participate in investor presentations with senior management.
• Perform other duties as assigned.

Requirements

• High school diploma or equivalent work experience; Bachelor’s degree preferred.
• Experience in relationship management or client services within mortgage servicing or a related industry preferred.
• Intermediate analytical and Excel experience.
• Project management skills preferred.
• Mortgage servicing experience is preferred.
• Microsoft certification preferred.
• Excellent verbal and written communication skills.
• Strong internal/external customer-facing skills.
• Knowledge of various loan servicing operations preferred.
• Ability to interact with all levels of senior executive management and non-managerial staff to maintain, support, and drive results.
• Ability to work in a client-focused loan servicing team to consult with clients/investors and internal business units.
• Ability to maintain high-speed internet access while working remotely and work in a designated office as needed.
• Proficient in MS Office applications, specifically PowerPoint and Excel, including functions, if/and/or conditional statements, and Visual Basic for Applications.
• Team-player with strong communication and interpersonal skills, high self-motivation, and ability to work independently with minimal supervision.
• Familiarity with MortgageServ/Fiserv or comparable system preferred.
• Ability to work in a project environment and awareness of the project management lifecycle.
• Ability to formulate complex and comprehensive materials such as requirements documents, reports, and presentations.
• Ability to adhere to strict confidentiality requirements.
• Ability to understand complex problems and collaborate to explore alternative solutions.
• Ability to make decisions with significant impact on the immediate work unit and monitor impact outside it.
• Ability to organize, forecast, and prioritize work schedules on a long-term basis.
• Basic arithmetic skills (addition, subtraction, multiplication, division) and ability to record, balance, and check results for accuracy.
• Ability to communicate orally with others accurately, audibly, and quickly.
• Occasional travel may be required.

Pay

The approved target pay range for this position is $65,000 to $85,000.

Benefits

• Comprehensive healthcare plans for you and your family.
• Discretionary 401(k) match of 50% of the first 4% of pay contributed.
• Access to several fitness, restaurant, retail, and other discounts through our employee portal.
• Customized training programs to help advance your career.
• Employee referral bonuses.
• Educational reimbursement.
• Carrington Charitable Foundation contributions to community causes reflecting the interests of Carrington Associates.