Client Relationship Manager

2 weeks ago

Fort Washington, Pennsylvania, United States NewRez LLC Full time
Overview:

The Client Manager - Correspondent is dedicated to surpassing the expectations of our residential mortgage clients and business associates through exceptional service, streamlined processes, and effective communication.

We fulfill this mission by empowering our workforce, fostering and acknowledging outstanding performance and innovative solutions, and promoting teamwork and interdepartmental collaboration.

Key Responsibilities:

This role acts as the primary contact for Correspondent clients, assisting with all facets of the correspondent closed loan origination process.

Working within a collaborative team environment, aligned with designated clients, Sales Directors, and Diligence Underwriters, the Client Manager ensures an optimal customer experience by managing the client relationship throughout the loan's lifecycle, which includes underwriting, locking, closing, shipping, auditing, purchasing, and servicing.

The position necessitates exemplary communication skills, adept problem-solving abilities, and comprehensive knowledge of all loan programs, compliance regulations, investor requirements, and general mortgage origination standards.

The Client Manager - Correspondent is responsible for making decisions regarding loan eligibility and effectively collaborating with internal teams to achieve timely resolutions.

Principal Duties:
  • Provide management with reports and recommendations on identified risks associated with specific correspondent clients.
  • Minimize client suspense rates and expedite purchase timelines by daily reviewing suspense reports and resolving conditions based on additional documentation from clients.
  • Make critical decisions to ensure loan eligibility and salability for escalations or exceptions outside standard audits.
  • Conduct or facilitate regular client training to address recurring issues or trends.
  • Propose internal enhancements for more efficient processes, accurate conditions, and timely purchases to elevate the client experience.
  • Participate in internal client operational review meetings as necessary to evaluate the performance of specific clients.
  • Maintain service levels as determined by management for both internal and external customers and the sales team.
  • Achieve targeted volume and revenue goals for the Channel.
  • Perform additional related duties as assigned by supervisors.

Education and Experience:
High School Diploma required. A minimum of 10 years of experience in Customer Service, Sales, Operations, Underwriting, Compliance, Processing, and Closing is preferred.

Knowledge, Skills, and Abilities:

In-depth knowledge of industry policies, procedures, regulations, and laws, particularly regarding Correspondent Lending.

Strong understanding of operational responsibilities related to the purchase and transfer of whole loan assets.

Familiarity with product overlays and guidelines, as well as mortgage banking processes including pricing, funding, operations, underwriting, compliance (TRID), and processing is essential.

Proficiency in Microsoft Word, Excel, PowerPoint, and Access is required.

Candidates must demonstrate excellent leadership and communication skills, effectively manage their time, and handle multiple demands in a fast-paced environment.

Ability to establish and maintain professional relationships with colleagues, staff, and external contacts, and work effectively in a team-oriented environment.

Exhibit confidence and empathy when interacting with current and prospective clients, maintaining professionalism in all situations.

Recognize the importance of the broader context of the business.

Note: The majority of the role will involve extensive telephone and computer use.

This description aims to accurately reflect the position's requirements but does not imply that these are the only responsibilities. Management reserves the right to modify, add, or remove duties as necessary.

All employees must possess smartphones that meet company security standards and can install necessary applications.

Company Benefits:
  • 15 Paid Time Off (PTO) days, increasing to 18 after the first anniversary.
  • 9 Paid Holidays.
  • Casual Workplace Environment.
Employee Engagement Activities:
  • Comprehensive Medical, Dental, Vision, and Life Insurance options.
  • 401(k) Plan with company match.
  • Performance-based Incentives.
  • Pet Insurance.
Advancement Opportunities:
  • Participation in Newrez NOW, our Corporate Social Responsibility program, which encourages employees to lead in their communities through volunteering and philanthropy.
  • 1 Volunteer Time Off (VTO) day for company-sponsored volunteer activities.
Equal Employment Opportunity:

We are proud to be an equal opportunity employer, celebrating the diversity of our employees, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status.

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