Client Relations Manager I

3 weeks ago

Tulsa, United States Invigorate Finance Full time
Title Clearing & Escrow, LLC (TC&E) is a national title company based in Tulsa, Oklahoma. TC&E was founded in 2013 by CEO Dax Junker and his brother Dennis, who currently serves as Executive Vice President. TC&E's mission is to seamlessly deliver cost-effective title products and curative services nationwide throughout the mortgage lifecycle. Whether clients are requesting services for due diligence, securitization, assignment of mortgage processing, curative, default, or loss mitigation, we provide quick resolutions for difficult issues.

In 2019, TC&E became part of The Fay Group and its affiliate companies, which offer mortgage financing, insurance, business purpose lending, property management renovations, real estate brokerage services, and more to homeowners and investors nationwide. TC&E is seeking highly experienced, well-rounded professionals who strive for success and recognition in a fast-paced environment that offers increasing opportunities for professional growth.

Come join us on our journey to serve our customers and be the leader in our industry We are currently looking for a Client Relations Manager I to join our team.

The Client Relationship Manager I is responsible for supporting the Client Relations Team in overseeing client relationships across assigned investors. This role will be diligent about optimizing our client's satisfaction and revenue opportunities through effective client communication, working with leaders across the organization to obtain timely and thorough data-backed insights and responses, and owning the tactical portion of client performance management.

What you will do for TC&E

  • Develop and comprehension of complex client portfolio goals, confirm revenue targets, and ensure those align with the portfolio strategies to achieve the client's needs
  • Deliver prompt and effective communication to and from key leadership and clients in order to ensure consistency of messaging, client satisfaction, and accuracy
  • Weekly portfolio review to Identify areas of opportunity for efficiency gain by standardizing reporting or sharing other client deliverables across all portfolios
  • Advanced level facilitation skills, and expected preparation and delivery of monthly client reporting packages ("Decks") to reflect both the analysis and insights into the prior month's performance
  • Effectively track client deliverables, revenue opportunities, and pain points, and consistently maintain communication of these client details internally to key stakeholders including the CEO and President
  • Address ad hoc client reporting requests through the most efficient combination of manually compiling report quick hits for delivery as well as creating/enhancing new and existing reports to better address client needs
  • Assist with the preparation of Statement of Work docs to communicate the required activities and corresponding compensation which represent revenue opportunities for Fay
  • Identify and escalate any organizational issues that are discovered and be able to work through the problem-solving dynamic to assist in addressing the root cause of any issues
  • Coordinate client activities across departments to address any issues that arise and be proactive about problem-solving analysis
  • Advanced level SOW creation, review, and ability to train internal partners
  • Other Duties as Assigned

What you will bring to Fay:

  • Bachelor's degree required; High school diploma/GED required
  • 3-5+ years' experience in managing customer success
  • 3-5+ years' experience in training and managing small to mid-size clients (high touch)
  • 2+ years of experience managing process improvement
  • Strong follow-up and interpersonal/human relations skills
  • Strong verbal and written communication skills to be delivered at an executive level
  • Strong organizational abilities, time management skills
  • Analytical skills to distribute and allocate resources, and calendar management skills
  • Ability to investigate, understand, and solve complex portfolio requests
  • Working knowledge of Microsoft Office products (Excel, Word, and PowerPoint)
  • Able to work independently and professionally under tight deadlines

Diversity, Equity, and Inclusion are deeply embedded into our way of working at Fay. We believe that the best ideas come from having a team that is diverse in backgrounds, experiences, and perspectives. We strive to ensure each of our employees feels valued, respected, and included and is presented with equal opportunities to be successful here at Fay. We are proud to be an equal opportunity workplace. The Fay Group and affiliated companies participate in E-Verify. For more information go to www.dhs.gov/E-Verify. E-Verify is a registered trademark of the U.S. Department of Homeland Security.

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