200+ applicants

Company

PHH Mortgage · 16 hours ago

Director of Client Relations

United States

Full-time

Remote

Lead/Staff, Director/Executive

$115K/yr - $140K/yr

10+ years exp

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FinanceFinancial Services

Hiring Manager

Dena Linzay

Insider Connection @PHH Mortgage

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Responsibilities

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.

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.

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.

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.

Set objectives & key results (KPI’s) that support our Service Excellence philosophy and standards, and monitor delivery against these to increase Customer satisfaction levels.

Promote and instill a high performing team culture, foster talent to improve and maintain retention levels, and support change management initiatives.

Allocate resources and drive accountability to direct reports to ensure achievement of results.

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.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Mortgage Banking ServicingClient Relationship ManagementStrategic PlanningSalesForce.com

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