Client Relations Specialist

The Client Relations Specialist is the front line of correspondence between Servbank lines of business and its subservicing clients. Responsibilities include but are not limited to initiating, receiving, and responding to emails and telephone calls, conducting meetings, opening and tracking tasks and duties, knowing the line of business owners and points of contact, and ensuring an overall positive experience for Servbank’s clients and their customers. The team member must demonstrate expertise in a variety of mortgage servicing concepts, practices, and procedures and have experience and judgment to plan and accomplish goals. The position also relies on a high degree of organization, thoroughness, and strong communication skills. All employees are expected to provide quality customer service and maintain high ethical standards when serving our clients.

About Servbank:

Founded in 1994, Servbank is a banking institution with local roots and national reach. We were built on a foundation of community-orientation, which ensures that no matter who we serve, we do so with the human touch that marks the gold standard of service. We work with individuals, businesses, and communities, so that whether you’re a student, a homeowner, a small business owner, or a community leader, we can help you fulfill your goals. Come create excellence with Servbank.

Duties and Responsibilities:

The primary responsibility for this role is:

• Receive and coordinate responses to Subservicing Client questions and requests.
• Setup tasks for teams throughout the organization including Technology, Accounting, Investor Reporting and Accounting, Loan Boarding, Cashiering, Credit Reporting, Compliance, Risk, Customer Care, Collections, Foreclosure and Bankruptcy, Escrow, and Letters Administration.
• Monitor multiple email inboxes, acknowledging and responding timely to client and teammate inquiries and requests.
• Maintaining knowledge of Servicing requirements, processes, and updates.
• Keep familiarity and relationships with business contacts throughout Servbank as well as clients you communicate with.
• Participate in team meetings and discussions on strategies for improving the client experience.
• Develop and maintain reporting around service levels and key performance indicators.
• Serve as a subject matter expert for client initiatives.
• Identifies deficiencies in Servbank processes and procedures and clearly communicates them to Management.
• Duties and tasks as assigned

Skills:

• Excellent verbal and written communication skills
• Proven prior ability to plan, organize, schedule, and direct work activities in a multi-tasking environment
• Ability to direct and motivate team members
• Ability to effectively operate essential components of servicing system(s)
• Familiarity with FNMA, FHLMC, GNMA, FHA & VA servicing requirements
• Familiarity with RESPA, TILA, …