Client Relationship Manager

2 weeks ago

Fort Washington, Pennsylvania, United States NewRez LLC Full time
Position Overview
As a vital member of our team, the Client Manager - Correspondent is dedicated to exceeding the expectations of our residential mortgage borrowers and business partners through exceptional service, streamlined processes, and effective communication.

We achieve this mission by empowering our employees, recognizing outstanding performance, and fostering innovative solutions while promoting teamwork and collaboration across divisions.

Key Responsibilities
The Client Manager - Correspondent acts as the primary point of contact for Correspondent clients, assisting them with all aspects of the closed loan origination process. This role is crucial in ensuring an optimal customer experience by managing relationships throughout the loan lifecycle, which includes underwriting, locking, closing, shipping, auditing, purchasing, and servicing.

The position demands top-tier communication and problem-solving skills, along with a comprehensive understanding of all loan programs, compliance regulations, investor requirements, and general mortgage origination standards.

Essential Duties
  • Provide management with reports and recommendations regarding risks associated with correspondent clients.
  • Minimize client suspense rates and expedite purchase times by daily reviewing suspense reports and addressing conditions based on additional documentation from clients.
  • Make critical decisions regarding loan eligibility and collaborate with internal teams to ensure timely resolutions.
  • Conduct regular client training sessions to address trends and recurring issues.
  • Facilitate internal recommendations for process improvements to enhance client experience.
  • Participate in internal operational review meetings to discuss client performance.
  • Maintain service levels as established by management for both internal and external customers.
  • Achieve specific volume and revenue targets for the channel.

These essential functions are fundamental to the role and must be performed on-site, as they cannot be effectively executed remotely. An in-person presence is crucial for oversight, training, collaboration, and productivity.

Qualifications
Education: High School Diploma required.
Experience: A minimum of 10 years in customer service, sales, operations, underwriting, compliance, processing, or closing is preferred.

Knowledge, Skills, and Abilities:
In-depth knowledge of industry policies, procedures, regulations, and laws, particularly those pertaining to Correspondent Lending. Strong understanding of operational responsibilities related to the purchase and transfer of whole loan assets, as well as mortgage banking practices including pricing, funding, operations, underwriting, and compliance (TRID).

Proficiency in Microsoft Word, Excel, PowerPoint, and Access is required. Candidates must demonstrate excellent leadership and communication skills, manage time efficiently, and handle multiple priorities in a fast-paced environment. The ability to foster strong working relationships with colleagues and external contacts is essential.

All employees must possess smartphones that meet company security standards and are capable of installing necessary applications. Employment is contingent upon this requirement.

Company Benefits
  • 15 Paid Time Off (PTO) days, increasing to 18 after the first anniversary.
  • 9 Paid Holidays.
  • Casual workplace environment.
Employee Engagement and Advancement Opportunities
  • Participation in our Corporate Social Responsibility program, Newrez NOW, which encourages employees to lead in their communities through volunteering and philanthropy.
  • 1 Volunteer Time Off (VTO) day for company-paid volunteer activities.

We are proud to be an equal opportunity employer, celebrating diversity and inclusion within our workforce.

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