The Client Relations Manager will provide leadership and oversight for client relations operations, ensuring strong client partnerships, team performance, and consistent delivery of high-quality service. This role requires a strategic approach to relationship management, team development, and operational improvement.

• Lead and manage the Client Relations team, providing direction, coaching, feedback, and performance support.
• Oversee multiple client accounts to ensure daily responsibilities, service commitments, and deliverables are achieved successfully.
• Monitor onboarding, training, and implementation activities for new team members supporting client operations.
• Serve as a primary escalation point for client concerns, internal issues, and complex relationship matters.
• Build and maintain strong relationships with clients, industry partners, and internal stakeholders.
• Facilitate proactive client meetings and conference calls, ensuring preparation, clear agendas, follow-up actions, and resolution of open items.
• Track trends, identify recurring issues, and recommend process improvements to enhance client satisfaction.
• Keep teams informed of industry developments, regulatory updates, and best practices affecting clients and operations.
• Maintain departmental policies, procedures, and operational standards.
• Lead team meetings and contribute to senior leadership discussions as needed.
• Conduct employee interviews, performance reviews, and timecard verification activities.
• Support employee development through mentoring, training, and ongoing coaching.
• Ensure service delivery aligns with client, department, investor, and quality expectations.
• Collaborate with cross-functional teams to achieve shared business objectives.

Requirements:

The ideal candidate will have extensive client relationship management experience within the mortgage servicing or financial services industry, along with proven leadership abilities and strong knowledge of industry regulations and processes.

• High school diploma or equivalent required.
• Bachelor’s degree in Business, Communications, or a related field preferred.
• 8+ years of client relations or customer service experience within mortgage servicing or mortgage banking.
• 5+ years of supervisory or management experience.
• Strong knowledge of mortgage servicing operations, agency requirements, and industry practices.
• Experience with GSE, HUD, VA, and GNMA guidelines and requirements.
• Knowledge of mortgage default servicing is preferred.
• Familiarity with LPS/MSP systems and related servicing technologies.
• Strong client management, vendor management, negotiation, and mediation skills.
• Excellent written and verbal communication abilities with the ability to work across all levels of an organization.
• Strong analytical, research, problem-solving, and decision-making skills.
• Ability to lead, coach, and develop teams effectively.
• Strong organizational skills with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Proficiency with Microsoft Office applications, including Excel and PowerPoint.
• Ability to collaborate effectively with clients, peers, leadership, and internal teams.
• Experience with project management tools such as SharePoint is a plus.

Benefits:

• Competitive annual compensation range of $74,600 - $139,800, depending on qualifications, skills, experience, and location.
• Remote work flexibility with company-provided equipment.
• Medical, dental, vision, life, and disability insurance options.
• Paid holidays, vacation, and sick leave.
• 401(k) retirement plan with company matching.
• Employee stock purchase opportunities.
• Wellness programs, including mental health resources and wellbeing initiatives.
• Employee recognition programs celebrating achievements and milestones.
• Tuition reimbursement and professional development opportunities.
• Discounts on gym memberships, pet insurance, and employee purchasing programs.
• Opportunity to grow within a collaborative organization focused on service excellence and employee success.

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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