Client Relations Specialist - ServiceMac

Job Title

Job Description

Establish, build, and maintain mutually beneficial relationships with assigned Specialty Markets clients. Provide full service customer service (from 1st tier/routine to 2nd tier/complex) and focus on complex customer service issues. Analyze customer needs, identify problems, research issues, and recommend solutions.

What You'll Do

• Provide customer training/product demonstrations. Training involves determining customer needs, customizing and/or creating presentations/information to meet customer needs/applications, training delivery and checking for understanding. Usually travels to customer site to deliver training.
• May serve as liaison to offshore customer service operations providing training to entry level customer service clerks, 2nd tier customer service resource; determine/provide significant input to policies and procedures.
• Make recommendations to and strongly influences management and other staff on process improvements, product enhancements, and/or software. Keeps management informed of market conditions. May test alpha software/ and make recommendations to manager/programmers on viability from a customer perspective.
• May provide technical support. Analysis of customer systems, including Zendesk and Valon platforms, troubleshoots problems, recommends solutions, coordinates fixes and resolves issues.
• Participate in client facing meetings addressing escalations of issues at the loan level, process level and initiative level
• Develop, create, refine customer facing materials that help guide our clients in how to do business with us. Includes Power Point presentations, word documents, excel spreadsheets, project plans and more
• Be responsible for regular reporting on activities within your team and client base
• Coordinate cross functional and cross department meetings where issues are being addressed and resolutions sought for customers, clients and internal partners

What You'll Bring

• Proficient in Microsoft applications (Word, Outlook, Excel, Access, PowerPoint, and Internet Explorer) and demonstrate the ability to learn custom applications (Siebel, SWAN, PTS, and A/R).
• Excellent verbal and written communication skills.
• Bachelor's degree or equivalent combination of education and experience
• 7+ years of directly relevant work experience, mortgage or insurance industry preferred.
• Attention to detail, and ability to conduct research independently
• Lead meetings with vendors, clients, internal partners
• Strong remote camera presence

Candidates selected for employment will be required to successfully complete a background check and credit check as a condition of employment, where permitted by applicable law.

Pay Range: $73,900.00 - $98,500.00 Annually