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Company

PHH Mortgage · 1 day ago

Director, Client Relations/Subservicing

United States

Full-time

Remote

Lead/Staff, Director/Executive

$115K/yr - $140K/yr

10+ years exp

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Responsibilities

Develop Strong Client Relationships

Develop and maintain effective external business relationships with a portfolio of clients while upholding responsibility for overall client satisfaction.

Maintain regular and proactive contact with subservicing clients.

Partner and communicate with internal departments across all levels within the mortgage servicing organization.

Coordinate feedback on clients’ reporting and data feeds. Facilitate any questions or enhancements from the client.

Anticipate issues and/or problems that could impact the business for both PHH and the client and then provide valid solutions.

Drive internal business owners to thoughtful and timely resolution and responses

Coordinate program changes, delegations or processes based on client requests.

Collaborate with impacted areas where appropriate i.e., information technology, legal, finance, servicing, project management office

Must independently be able to provide routine updates and feedback to senior management.

Coordinate, facilitate, present, and independently conduct subservicing client meetings.

Ability to maneuver through and interpret client subservicing agreements

Track and deliver all obligations as defined within the subservicing agreement

Partner with internal departments to maintain satisfactory performance toward contract service levels

Utilization of SalesForce.com to track client interactions, initiatives, and delivery of contractual obligations

Set strategy and tactics for Client Relations

Assist with Strategic Planning and Tactical Action Plan development and execution

Develop performance metrics and governance controls for Account Manager functions

Assists in the sales process directly through site visit participation or assisting sales staff with questions

Create and maintain policies and procedures with respect to account management

Set direction and supervise Account Managers

Manage the operating model

Capacity model adjustments

Approach to assigning Account Managers and Clients

Refining Roles and Responsibilities for Account Managers

Identify opportunities to improve Client Relations

Identify opportunities to provide innovative solutions and services to clients

Drive performance to meet client requirements and business unit expectations

Fosters Teamwork

Develops and maintains good working relationships with both internal and external customers.

Cooperates, shares, and supports the goals of the corporation.

Considers the impact on servicing, customers, and management in making decisions.

Seeks and supports improvements to gain overall company efficiencies.

Participates constructively in meetings.

Completes other duties and special projects as assigned.

Qualification

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Mortgage banking servicingClient relationship managementStrategic planningPerformance metrics developmentSalesForce.comHandle pressure

Required

10 years mortgage banking servicing experience with at least 5 years advanced

Experience leading teams of people required

Strong verbal and written communication skills

Well-organized, with an ability to manage multiple priorities within strict time constraints

Ability to work independently as well as in a team environment

Demonstrable problem solving and decision making skills

Ability to speak in front of groups

Ability to interact in social settings with client personnel at senior levels

Ability to work under pressure and meet deadlines

Ability to maintain strict confidentiality

Must be able to handle stressful situations and handle multiple tasks simultaneously

Ability to handle changing priorities

Detail oriented

Must exhibit ability to be self-motivated

Must pass the Company’s Background Screening process prior to beginning employment

Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable