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ServiceLink · 1 month ago

Manager, Client Services - Valuations

United States

Full-time

Remote

Senior Level

$60K/yr - $70K/yr

5+ years exp

ServiceLink is in search of a Client Services Manager who is self-motivated and eager to unleash their full career potential. The successful candidate will manage customer service pipelines, resolve escalations, and drive engagement to enhance client satisfaction.

Asset ManagementFinancial ServicesInsurance

No H1B

Responsibilities

Manage and oversee all Customer Service pipelines in alignment with team goals/metrics

Meet with employees, clients, and senior management to drive engagement, performance, and client satisfaction

Resolve Escalations/Issues and propose solutions to improve performance, productivity, and client relationships

Have primarily responsibility for all client escalations, client calls, audit requests, and managing the day to day operations in customer service

Manage OT, shifts, and PTO to ensure consistent queue coverage daily, including evenings, weekends, and holidays

Maintain and improve individual and team productivity and quality goals/metrics

Drive strong team engagement through recurring one-on-ones, team meetings, and offsite/onsite/virtual activities

Create and implement employee development plans to enhance cross-training, productivity, and quality

Analyze the pipeline on a daily basis and understand trends for improvement

Manage performance decks, action plans, SOPs, and all other reporting needed

Participate in client calls, client audits, and site visits (as needed)

Oversee and facilitate swift resolution to client escalations – Urgency is key

Conduct team meetings and team training on a recurring basis

Coordinate meetings and improvement plans with other departments to improve your overall customer performance

Propose solutions, processes, and team initiatives to enhance performance or solve business problems

Participate in technology projects, BRD creation, and UAT initiatives

Ensure that we are meeting and exceeding all customer expectations - SLAs, scorecards, reporting deadlines, and ad hoc requests

Coordinate with AVP and VP to manage appropriate staffing levels, conduct interviews, and hire staff as needed

Ensure appropriate escalation paths are followed

Communicate regularly with Senior Management on team/department protocols and improvements needed

Create and maintain a positive, productive and professional working relationship with vendors, Clients and all internal departments

Maintain compliance with State and Industry Regulations including Appraisal Independence and following all of the SL compliance requirements

Perform all other duties as assigned

Qualification

Customer Service ManagementValuations ExperienceAnalytical SkillsMicrosoft ExcelCommunication SkillsTeam EngagementEmployee TrainingProblem SolvingOrganizational SkillsAttention to Detail

Required

Applicants must be currently authorized to work in the United States on a full-time basis and must not require sponsorship for employment visa status now or in the future

5 Years minimum of Customer Service Management Experience

A confident understanding of the mortgage services industry and strong customer service skills and mentality

A penchant for excellence. You will use your strong attention to detail and relationship skills to maintain the trust and confidence of our Clients

The ability to multitask in a fast paced environment, especially the ability to work in multiple systems at once

Exceptional written and verbal communication skills

Strong organizational skills and sense of urgency

Superior analytical skills to proactively identify trends and make independent, sound decisions for the business

Ability to think outside the box and present solutions to problems identified

Superior skills with Microsoft Office, most notably Excel and Power Point

Follow through skills – extremely important to follow through and close the loop on all items outstanding

The ability to quickly learn new skills, processes and procedures