Client Relationship Manager

2 weeks ago

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

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

Key Responsibilities
The Client Relationship Manager - Correspondent acts as the primary point of contact for Correspondent clients, assisting them with all facets of the closed loan origination process.

This role involves working closely with designated clients, Sales Directors, and Diligence Underwriters to ensure an optimal customer experience throughout the loan lifecycle, which includes underwriting, locking, closing, shipping, auditing, purchasing, and servicing.

Essential duties include:

  • Providing management with reports and recommendations regarding risks associated with specific correspondent clients.
  • Reducing overall suspense rates and expediting purchase times by reviewing daily suspense reports and addressing conditions based on additional documentation from clients.
  • Making critical decisions regarding loan eligibility and collaborating with internal teams to achieve timely resolutions.
  • Conducting regular client training sessions to address trends and recurring issues.
  • Facilitating internal recommendations for process improvements to enhance client experience.
  • Participating in internal operational review meetings to discuss client performance.
  • Maintaining service levels as established by management for both internal and external customers.
  • Meeting 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 executed remotely. An in-person presence is crucial for oversight, training, collaboration, and productivity.

Qualifications
To be considered for this position, candidates should possess:
  • A High School Diploma.
  • A minimum of 10 years of experience in Customer Service, Sales, Operations, Underwriting, Compliance, Processing, or Closing.
Knowledge, Skills, and Abilities
Successful candidates will demonstrate:
  • In-depth knowledge of industry policies, procedures, regulations, and laws, particularly related to Correspondent Lending.
  • Strong understanding of operational responsibilities in the purchase and transfer of whole loan assets.
  • Familiarity with product overlays and guidelines.
  • Comprehensive knowledge of mortgage banking, including pricing, funding, operations, underwriting, compliance (TRID), and processing.
  • Proficiency in Microsoft Word, Excel, PowerPoint, and Access.
  • Excellent leadership and communication skills.
  • Ability to manage time effectively and handle multiple priorities in a fast-paced environment.
  • Strong verbal and written communication skills, including active listening and presenting findings.
  • Capability to build and maintain professional relationships with colleagues and external contacts.
  • Confidence and empathy when interacting with current and potential clients.

While this description aims to accurately reflect the position's requirements, it does not imply that these are the only responsibilities associated with the role. Management reserves the right to modify, add, or remove duties as necessary.

Company Benefits
NewRez LLC offers a range of employee benefits, including:
  • 15 Paid Time Off (PTO) days, increasing to 18 after the first anniversary.
  • 9 Paid Holidays.
  • A casual workplace environment.
  • Comprehensive medical, dental, vision, and life insurance options.
  • 401(k) plan with company match.
  • Performance-based incentives.
  • Pet insurance.
Advancement Opportunities
NewRez NOW is our Corporate Social Responsibility program that empowers employees to lead in their communities through volunteering, philanthropy, and nonprofit grants. Eligible employees receive one company-paid Volunteer Time Off (VTO) day to participate in a nonprofit event of their choice. We also match employee donations to eligible non-profit organizations, dollar-for-dollar, up to $1,000 per employee.

NewRez is proud to be an equal opportunity employer, celebrating diversity and inclusion in the workplace.

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