Note: The job is a remote job and is open to candidates in USA. LoanCare is hiring a Client Relations Account Executive II to manage client relationships and serve as the primary contact for client inquiries and concerns. The role supports client satisfaction through issue resolution, staff training, industry updates, and monthly business reviews.

Responsibilities

• Oversee and maintain all aspects of the client relationship
• Maintain client satisfaction by ensuring comparisons are done month-to month, escalated issues are brought to attention of manager, suggested solutions are provided, meeting follow up is documented, etc
• Serve as 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 client’s shop
• Utilize resources internally/externally (e.g., agency guides, HUD, etc.) to stay informed on industry news and changes affecting client
• Provide monthly business review for client on trends, SLAs, etc
• Research, resolve, and report client problems and inquiries; ensure prompt responses to client
• Ensure prompt updates to client or representative through final problem resolution/completion of client deliverable
• Evaluate and assess reports for trending and tracking client concerns/inquiries and response times to clients
• All other duties as assigned

Skills

• 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
• Knowledge of GSE, HUD, VA, and GNMA guides
• Mortgage default experience

Benefits

• Optional medical, dental, vision, life, and disability insurance
• Paid holidays, vacation, and sick leave
• Matching 401(k) plan
• Employee stock purchase plan
• 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
• Discounts on gym memberships, pet insurance, and employee purchasing programs
• Tuition reimbursement program that supports continued education and professional growth
• Flexibility to work remotely, while staying connected through virtual engagement
• Necessary equipment provided for remote employment

Company Overview