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Senior Manager - Client Relations
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At Mr. Cooper Group, You Make the Dream Possible.
Our purpose is simple: Keeping the dream of homeownership alive. As a Mr. Cooper Group team member, you play a big role in making that dream possible. Around here, we know our roles and work together, volunteer to make a difference, and challenge the status quo when needed. Everything we do is in the care and service of our teammates and our customers.
Join us and make the dream of home ownership possible!
Keys deliverables in a US Mortgage client relationship/account management role.
New Integration Tasks
Kick off meeting with clients
Talk about the notice to be provided to existing servicer
Define Timeline
How long it will take for integration
IT Requirements
Request Public IP Address / Whitelisting of the IP addresses
SFTP setup – Which portal client issues, example Firezilla
Product Mapping (What products we can offer and/or licensed to service).
Example We may service residential loan but not commercial OR
Construction to permanent loans
Renovation loans
HELOC
Different types of GSE loans
Creating seller service ids creations (SSIDs) for GSEs. If Ginnie Mae need to use the Issuer IDOnce IDs are created
Agency forms are to be submitted (FHLMC 479a, 1058/59, FNMA 1013/1014, Form 629)
GNMA forms 11708/77 and related forms
Loan On boarding – Newly originated and/or bulk acquisition (Interim servicing, Flow,Bulk)
Create MSR owner id or Client id
Create client specific customer service number
Boarding file mapping
Branding (Across IVR, Letters and Web)
Whether it will be co-branded OR
MrC/RKT branded
Escrow requirements
Tax, Insurance & Flood cert vendor
Determine who will own custodial accounts and number of custodial accounts
Preferred bank for opening the custodial accounts
Understand who keeps the float
Understand different remittance types (S/A, S/S, A/A)
Reconciliation daily, end of the month, end of the week
Investor ID creation Reporting requirements
Understand client’s requirement for Daily/weekly/monthly reports
Provide access to MrC/RKT applications to clients Discuss invoicing/billing requirements
Existing Clients OR BAU Activities
Develop Strong Client Relationships
- Develop and maintain effective external business relationships with a portfolio of clients while upholding responsibility for overall client satisfaction.
- Maintain regular and proactive contact with servicing/subservicing clients.
- Partner and communicate with internal departments across all levels within the servicing organization.
- Coordinate feedback on clients’ reporting and data feeds. Facilitate any questions or enhancements from the client.
- Anticipate issues and/or problems that could impact the business
- Drive internal business owners to thoughtful and timely resolution and responses
- Coordinate program changes, delegations or processes based on client requests.
- Collaborate with impacted areas where appropriate i.e., information technology, legal, finance, servicing, project management office
- Must independently be able to provide routine updates and feedback to senior management.
- Coordinate, facilitate, present, and independently conduct subservicing client meetings.
- Ability to maneuver through and interpret client subservicing agreements
- Track and deliver all obligations as defined within the subservicing agreement
- Partner with internal departments to maintain satisfactory performance toward contract service levels
Set strategy and tactics for Client Relations
- Assist with Strategic Planning and Tactical Action Plan development and execution
- Develop performance metrics and governance controls for Account Manager functions
- Assists in the sales process directly through site visit participation or assisting sales staff with questions
- Create and maintain policies and procedures with respect to account management
Key Result Areas:
- Set objectives & key results (KPI’s) that support our Service Excellence philosophy and standards, and monitor delivery against these to increase Customer satisfaction levels,
- Promote and instill a high performing team culture, foster talent to improve and maintain retention levels, and support change management initiatives
- Allocate resources and drive accountability to direct reports to ensure achievement of results
- Strong verbal and written communication skills
- Well-organized, with an ability to manage multiple priorities within strict time constraints
- Ability to work independently as well as in a team environment
- Demonstrable problem solving and decision-making skills
- Ability to speak in front of groups
- Ability to interact in social settings with client personnel at senior levels
- Ability to work under pressure and meet deadlines
- Ability to maintain strict confidentiality
- Must be able to handle stressful situations and handle multiple tasks simultaneously
Mr. Cooper Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a protected veteran. EOE/M/F/D/V
Job Requisition ID:
024392
Job Category:
Customer Relations
Primary Location City:
Bengaluru
Primary Location Region:
Karnataka
Primary Location Postal Code:
560064
Primary Location Country:
India
Additional Posting Location(s):
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