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Vice President of Client Relations

Company: ServiceLink, a Black Knight Company
Location: Virginia Beach
Posted on: January 14, 2019

Job Description:

JOB SUMMARY Responsiblefor the management of Tier 1, high volume and high revenue Clients and ensurewe are providing a high level of service to retain their business and cultivatenew business. This position willinteract with senior level Client staff on a regular basis on initiatives andprojects and facilitate solutions with the various servicing teams. Responsible for the oversight and activitiesperformed by the dedicated staff for each Tier 1 Client to ensure day-to-dayactivities, responsibilities and deliverables are met to ensure clientsatisfaction. This position has autonomyto manage multiple processes and projects and work with the individualdepartments to institute updated processes if needed for high level Clientsthat may evolve into improvements for other Clients that could result inadditional business/revenue. Positionrequires extensive industry knowledge, strong management skills of bothinternal staff and of Client combined with system experience, decision makingand customer service skills to retain critical relationships. Knowledgeable about clients businessinitiatives and ensure staff and internal business partners are keptabreast. Keep senior leadership abreastof any challenges and provide reporting and information as needed. Partner with internal managers on clienttrends to ensure client satisfaction and adherence to contract and businessrules, while managing company risk. ESSENTIALDUTIES AND RESPONSIBILITIES* Manage assigned clients under care and staff assigned to specific accounts* Monitor Client Relations day to day operations* Provide guidance, feedback and coaching to staff to improve process andcommunications* Point of contact internally for escalated issues with clients and orClient Relations staff* Participate in conference calls with staff on client related issues asneeded* Communicate repetitive issues/gaps to senior management - keep directmanager abreast of client concerns* Coordinate client technology updates for team* Oversee day to day deliverables* Ensure staff is up to date on industry updates, changes, best practicesthat will ensure client satisfaction* Coordinate and participate in training for new staff* Assignment or allocation of new clients to team* Participate in management meetings and discussions* Perform all time card verification, performance reviews and conductsinterviews for new staff* Able to react to change proactively and to manage/handle other essentialtasks as assigned* Responsible for requesting, creating/preparing, updating/revising,reviewing, testing, finalizing/approving, conduct training and maintain thedepartments policies and procedures* All other duties as assigned MINIMUMQUALIFICATIONS* Servicing and/or Subservicing experience required* Mortgage industry knowledge required* Knowledge of agency and insurer requirements* Previous management or executive leadership experience required* Previous experience with Implementation or Time/Project Management* Proficient in understanding of latest technology* Excellent time management and relationship skills* Ability to multitask and effectively manage multiple priorities; strongattention to detail* Ability to facilitate creative solutions* Excellent verbal and written (grammatical) communication skills* Excellent problem solving and analytical skills* Knowledge of Word, Excel, Power Point* Excellent customer service skills and decision making abilities* Proficient in administrative functions and ability to maintain anefficient follow up* Ability to represent the company in a positive, confident andprofessional manner* General knowledge of mortgage servicing or subservicing required* High school diploma or GED, Bachelor's Degree or minimum of 2 years loanservicing experience and minimum of 2 years management experience WORKCONDITIONS Working conditions are normal for an office environment. Must have the abilityto attend work and be productive during normal business hours and to workearly, late or weekend hours as needed for successful job performance. ESSENTIAL FUNCTIONS Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Reading Comprehension - Understanding written sentences and paragraphs in work related documents. English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Speaking - Talking to others to convey information effectively. Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making. Active Listening - Giving full attention to what other people is saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Instructing - Teaching others how to do something. Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one. Time Management - Managing one's own time and the time of others. Writing - Communicating effectively in writing as appropriate for the needs of the audience. Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions. Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense. Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem. Written Comprehension - The ability to read and understand information and ideas presented in writing. Inductive Reasoning - The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events). Information Ordering - The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations). Near Vision - The ability to see details at close range (within a few feet of the observer). Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences. Oral Expression - The ability to communicate information and ideas in speaking so others will understand. Speech Recognition - The ability to identify and understand the speech of another person. Speech Clarity - The ability to speak clearly so others can understand you. PHYSICAL DEMANDS Sitting up to 95% of time Walking up to 5% of time Occasional standing, stooping, kneeling, crouching and reaching EQUAL OPPORTUNITY AND AFFIRMATIVE ACTION POLICY LoanCare is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, or any other characteristic protected by applicable law.

Keywords: ServiceLink, a Black Knight Company, Virginia Beach , Vice President of Client Relations, Executive , Virginia Beach, Virginia

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