Client Relations Manager

Client Relations Manager

Requirements

• Must possess thorough knowledge of company’s business unit being represented.
• Excellent written and verbal communication skills required.
• Demonstrated ability to effectively manage priorities as well as effective time management.
• Strong knowledge of MS Office applications and title/escrow related software to create/update documents and spreadsheets containing formulas and formatting.
• Knowledge of required tools to query and manipulate data in varying file formats.
• Ability to speak effectively before groups of Clients or employees of organization
• Strong attention to detail
• Strong Client service skills
• Tenacity for solving detailed issues
• Self-disciplined
• Good judgment
• In-depth understanding of company requirements
• High School Diploma required
• Bachelor’s Degree preferred
• Typically requires 5+ years of related industry experience with a minimum of 1 year in a Client Relations Manager role.

Responsibilities

• Maintains consistent contact to ensure the client is informed of all aspects of their business.
• Establish and facilitate weekly/monthly/quarterly calls to review current volume, anticipated volume increases, service levels, process changes, new or on-going service issues and service successes.
• Request items for discussion and deliver documented agenda a day prior to scheduled call
• Maintain documentation that outlines the client’s organization, interaction history and customized process changes; modifications, enhancements and/or deletions.
• May travel to client locations as requested and accompany Sales and Operations when needed
• Meet with client associates for a firsthand look at their daily operation and document any variances in process. Review those differences with Operations and Sales; updating the written Workflow accordingly.
• Identify potential needs or process improvements that might enhance the client experience and improve overall performance
• Create an Action Plan to document recurring or unresolved service issues for each individual client. Review internally with Operations updating weekly. Follow-up on late and/or incomplete items.
• Document any written or verbal concerns shared by a borrower/customer on a Complaint Log and provide in a report as requested by the client (the frequency may vary)
• Meet with the Client, Sales and Operations as a catalyst to understand the needs and expectations for any new business.
• Monitor reports to ensure all processes and workflows are accurate.
• Schedule client specific reports and system notifications as needed. Review with the client to ensure they understand the information being provided. Modifications and frequency of data will be made as deemed necessary by the client.
• Prepare a weekly summary of prominent issues, including root cause and resolution. The summary will also include items that are still pending resolution with an ETA for completion.

Preferred Qualifications

• Bachelor’s Degree preferred
• Typically requires 5+ years of related industry experience with a minimum of 1 year in a Client Relations Manager role.