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Dovenmuehle · 2 weeks ago

Director of Client Services

Lake Zurich, IL

Full-time

Hybrid

Senior Level, Lead/Staff

$180K/yr - $190K/yr

10+ years exp

Dovenmuehle Mortgage, Inc. is the leading mortgage subservicing firm in the United States, seeking a forward-thinking Director to guide their team of Account Relationship Managers. This role involves overseeing client interactions, developing strategies for team performance, and ensuring high-quality customer service to financial institution clients.

Banking

Responsibilities

Work with executive management at Dovenmuehle to provide superior service to financial institution clients, addressing inquiries, managing requests, and resolving issues in a timely manner

Develop and implement strategies for team performance, ensuring consistent high-quality customer service and achievement of relationship management goals

Monitor and, where necessary, assist with the development of team performance metrics, set individual and team goals, and provide regular feedback to foster a high-performing and engaged team

Adoption and use of digital based technologies is critical to the scaling, impact and cost effectiveness of the business

Lead business planning for respective client verticals aligned with the company's overall strategic direction

Manage/oversee the operational aspects of the service delivering satisfaction, quality assurance, and performance metrics for client accounts

Partner with Product Management to ensure that our product is understood and positioned well by the Client Managers

Aggregate client data to identify trends, opportunities for service improvements, and potential risks to relationships

Create and deliver presentation materials to show staff performance related to client engagement, adherence to client engagement protocol, issue escalation and resolution processes, measured improvement, and client satisfaction metrics to senior management and other stakeholders

Train, mentor, and develop Account Relationship Managers to enhance their skills and support their professional growth

Keep abreast of industry trends and best practices to maintain compliance and competitive advantage in the financial services space

Leverage and build upon CRM systems to manage and track client interactions, ensuring effective relationship management and follow-up

Drive continuous improvement by working actively with cross-functional teams to innovate and find ways for the Managers to increase productivity

Successfully complete annual regulatory compliance training

Performs other related duties as assigned

Qualification

Client relationship managementStrategic planningTeam leadershipCRM systemsProject managementData-driven decision makingTrainingIndustry knowledgeCommunicationCustomer success focusMentoring

Required

Minimum 10 years in leadership roles at a high performing finance/consulting/software company or equivalent, focused on client relationship management

Demonstrated success leading and growing a team of client relationship managers

Excellent verbal and written communication skills, including the ability to chair sessions and host webinars

Including project management skills to implement technological enhancement for comprehensive Customer Relationship Management system

Strong executive relationships with C-Level executive leaders

Successful history of managing high performing teams, meeting, or exceeding customer KPIs and expanding offerings with clients

Fanatical about customer success and obsessed with driving long-term customer value and product adoption

Highly data-driven with commitment to drive business outcome and value realization across the portfolio