Client Relations Specialist

Client Relations Specialist

The Client Relations Specialist serves as a key liaison between the organization and its mortgage servicing clients. This role is responsible for managing the facilitation of loan-level and document-related requests, and ensuring a high level of service and responsiveness. The ideal candidate has strong mortgage servicing experience, excellent communication skills, and the ability to manage multiple client requests in a fast-paced environment.

· Manage day-to-day client communications via email, phone, and virtual meetings as needed.

· Facilitate and track loan-level inquiries and servicing-related requests from clients.

· Coordinate document requests, including servicing records, loan documentation, and reporting materials.

· Work cross-functionally with internal departments (servicing operations, compliance, investor reporting, etc.) to obtain and provide loan level requests back out to clients for their review and response.

· Monitor and manage request pipelines to ensure service level expectations are met.

· Maintain accurate records of client communications, requests, and resolutions.

· Proactively identify potential client concerns and work toward timely resolution.

· Support additional client relations initiatives and team projects as needed.

· Contribute to process improvements that enhance client service and operational efficiency.

· 5+ years of experience in mortgage servicing or related mortgage operations roles.

· Strong understanding of mortgage servicing processes, loan servicing data, and documentation.

· Proven experience working directly with clients in a professional service or account support role.

· Excellent written and verbal communication skills.

· Strong organizational skills with the ability to manage multiple client requests simultaneously.

· High attention to detail and strong problem-solving abilities.

· Ability to collaborate across departments and escalate issues appropriately.

· Prior experience in client relations, account management, or servicing support roles within the mortgage industry.

· Familiarity with servicing platforms (e.g., MSP or similar systems).

· Experience coordinating document fulfillment or loan-level data requests.

Pay Range: $58,425 - $77,875 annuallyThis hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.

By choice, we don't simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First culture is inclusive for all employees - not just because it's the right thing to do, but because it's the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.