Client Relations Manager

Overview

This opportunity is offered on behalf of our partner company seeking a Client Relations Manager located in the United States, focused on enhancing client engagement strategies and nurturing relationships within the mortgage servicing sector. This leadership role entails managing a team committed to delivering superior service, operational proficiency, and excellent client and homeowner outcomes. It combines leadership, relationship management, process optimization, and industry knowledge within a collaborative setting.

The Client Relations Manager acts as a primary liaison for clients, internal teams, and partners, ensuring consistent fulfillment of expectations and deliverables. The ideal candidate will possess strong communication skills, comprehensive mortgage industry expertise, and a dedication to cultivating high-performing teams. This position presents an opportunity to significantly influence client experiences and foster successful business collaborations.

Key Responsibilities

• Lead and direct the Client Relations team, offering guidance, coaching, performance feedback, and support.
• Oversee multiple client accounts ensuring daily tasks, service standards, and deliverables are met.
• Manage onboarding, training, and implementation for new team members supporting client functions.
• Serve as the main escalation contact for client issues, internal challenges, and complex relationships.
• Develop and maintain strong partnerships with clients, industry stakeholders, and internal groups.
• Organize proactive client meetings and conference calls ensuring thorough preparation, agendas, follow-ups, and resolution of pending matters.
• Analyze trends, detect recurring problems, and suggest process improvements to boost client satisfaction.
• Keep teams updated on industry news, regulatory changes, and best practices impacting clients and operations.
• Maintain department policies, procedures, and operational standards.
• Lead team meetings and contribute to senior leadership discussions as needed.
• Conduct employee interviews, performance evaluations, and timecard reviews.
• Support employee growth through mentoring, training, and ongoing coaching.
• Ensure service delivery meets client, department, investor, and quality standards.
• Collaborate with cross-functional teams to fulfill shared business goals.

Qualifications

• Minimum of a high school diploma or equivalent; bachelor’s degree in Business, Communications, or related discipline preferred.
• At least 8 years of client relations or customer service experience in mortgage servicing or mortgage banking.
• Minimum 5 years supervisory or management experience.
• In-depth understanding of mortgage servicing operations, agency guidelines, and industry practices.
• Familiarity with GSE, HUD, VA, and GNMA regulations and standards.
• Preferred experience in mortgage default servicing.
• Knowledgeable with LPS/MSP systems and related servicing technologies.
• Strong aptitude in client and vendor management, negotiation, and conflict resolution.
• Outstanding verbal and written communication skills suitable for all organizational levels.
• Proficient analytical, research, problem-solving, and decision-making capabilities.
• Effective leadership skills to coach and develop teams.
• Excellent organizational abilities to handle multiple priorities and meet deadlines in a dynamic environment.
• Proficiency with Microsoft Office suite including Excel and PowerPoint.
• Ability to collaborate efficiently with clients, peers, leadership, and cross-functional teams.
• Experience with project management tools such as SharePoint considered an asset.

Compensation and Benefits

• Competitive annual salary range between $74,600 and $139,800, dependent on experience, skills, qualifications, and geographic location.
• Remote work flexibility with the provision of company equipment.
• Access to medical, dental, vision, life, and disability insurance plans.
• Paid holidays, vacation days, and sick leave.
• Participation in a 401(k) retirement plan featuring company matching contributions.
• Options for employee stock purchase plans.
• Inclusion in wellness and mental health initiatives and programs to promote wellbeing.
• Recognition programs acknowledging employee accomplishments and milestones.
• Opportunities for tuition reimbursement and ongoing professional development.
• Discounts available for gym memberships, pet insurance, and employee purchasing schemes.
• Career advancement prospects within a supportive and service-focused organization.

Additional Information

The recruitment process involves an AI-enabled application review to identify top-matching candidates. The partner company manages all further hiring steps including interviews and assessments. By applying, candidates consent to their personal data being processed in accordance with privacy laws including GDPR. AI tools assist recruiters by analyzing applications but final hiring decisions are made by human staff.