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Senior Client Liaison Officer

Company: ServiceLink
Location: Virginia Beach
Posted on: December 5, 2019

Job Description:

Senior Client Liaison Officer JOB SUMMARY This position is responsible for the overall performance of the Office of the Customer department and ensuring that the performance standards are met or exceeded. These standards include but are not limited to response levels, response content, response reporting, and quality control of responses. In particular the Officer is responsible for large client management and daily communications with senior leadership of LoanCare and Clients. The Officer will need to be able to work with various internal departments to enhance processes to eliminate borrower/client complaints. The Officer will be expected to lead and complete projects and tasks assigned to them while still meeting the department's performance standards. All with little to no supervision by senior management. ESSENTIAL DUTIES AND RESPONSIBILITIES - Provide leadership to Office of the Customer specialists and develop growth opportunities within the Office of the Customer Department. - Immdeiate and continuous responses with large client's requests. - Build trust with senior leaders of large clients. - Implement and monitor key controls and manage appropriate operational risks. - Regularly review department workflows, performance impacts and implementation of new processes and strategies affecting the department. - Maintain reporting log with all received complaints - Establish group policies and procedures, and recommend strategies and priorities for supporting SLA deliverables. - Excellent verbal and written communications skills - Prepare or review various reports, forms, correspondence, logs, and budget. - Ability to work hard and long when conducting research and awaiting results - Able to react to change productively and handle other essential tasks as assigned. - Establish and maintain relationships with the company's vendors. - Responsible for creating client specific reporting and presentation to clients. - All other duties as assigned MINIMUM QUALIFICATIONS - Knowledge of state and federal laws and regulations applicable to mortgage and consumer lending - Considerable knowledge of loan servicing practices with specific department knowledge needed to research and close open tickets and tasks - Analytical ability sufficient to apply data and information to the solution of consumer problems - Ability to work independently with minimal direction and to meet deadlines - Demonstrate ability to read, interpret, and analyze accounts and records of a complex, detailed and recurring nature - Analytical ability sufficient to apply data and information to the solution of administrative and operating problems - Ability to work collaboratively with peers, company managers, and customers in a team environment to attain common goals - Ability to communicate effectively both in writing and orally, in person and by telephone, with all levels of the organization and with external customers. Strong instructing and advising skills. Demonstrated ability to provide excellent customer service - Ability to maintain strict confidentiality - High school diploma/GED and some college preferred. Minimum 20 years of servicing experience and / or lending experience. Experienced in the use of PC and Microsoft programs WORK CONDITIONS Working conditions are normal for an office environment. Must have the ability to attend work and be productive during normal business hours and to work early, 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 timeOccasional 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. LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable law. Operations All Other VA - Virginia Beach Legal Nov 22, 2019, 2:05:11 PM

Keywords: ServiceLink, Virginia Beach , Senior Client Liaison Officer, Other , Virginia Beach, Virginia

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