Client Performance Specialist

About the Organization Brock & Scott has been a trusted leader in the financial services and real estate industry for over 25 years with a commitment to helping our clients succeed. Our attorneys and staff drive solutions that create value and results to achieve client goals and help them accomplish more. Through multiple offices across our geographic footprint, we work as one team, at our best each day, putting our clients' interests first. EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. Diversity, Equity, & Inclusion: In principle and in practice, Brock & Scott values and seeks inclusion and diversity within our community. Brock & Scott is committed to providing a welcoming and equitable environment with opportunities for engagement regardless of individual thought, sexual orientation, gender identity and expression, culture, ethnicity and experience. Description The Client Performance Specialist supports the Client Relations Specialist & Operations by monitoring client performance metrics, identifying trends and risks, and partnering with Operations to drive remediation and continuous improvement. This role does not manage direct client relationships, but plays a critical role in protecting service levels, improving scorecard performance, and strengthening the firm’s overall client experience. This role suits those who spot gaps, analyze data, act on insights, and work across teams to solve problems. Key Responsibilities Performance Monitoring & Analysis Review a defined set of clients daily to monitor SLA metrics, performance thresholds, and loans trending outside of SLA. Identify emerging risks, recurring issues, and performance gaps before they escalation. Analyze scorecard data, including document revision trends, timeline requirement metrics, and other performance indicators, across multiple states and potentially clients. Recognize “gap items” where data, processes, or ownership may be missing or unclear. Root Cause & Remediation Support Partner closely with Operations and internal teams to perform root cause analysis on performance issues. Partner in developing, implementing, and tracking remediation plans to bring metrics back within SLA. Follow issues through to resolution, ensuring corrective actions are completed and effective. Support continuous improvement efforts by identifying repeat drivers and systemic issues. Cross-Functional Partnership & Execution Work collaboratively with Client Relations Liaison, Specialists & Manager to share insights, trends, and risks impacting client portfolios. Translate performance findings into clear, actionable information for internal teams. Provide support for ad hoc performance evaluations, in-depth analyses, and specialized projects as required. Core Skills & Competencies Strong analytical skills with the ability to identify trends, patterns, and outliers Ability to perform root cause analysis and contribute to remediation planning Highly proactive, self-directed, and action-oriented Strong time management, prioritization, and follow-through skills Comfortable working in a fast-paced, performance-driven environment Clear written and verbal communication skills High attention to detail with strong organizational discipline Ability to work effectively across teams without direct authority Position Requirements Default Servicing Experience preferred. Experience in performance analysis, operations support, quality, client service, or a related role Experience working with SLAs, metrics, scorecards, or operational reporting Demonstrated ability to manage multiple priorities and shifting workloads Experience partnering with operations or process-driven teams Proficiency in MS Office and reporting tools Full-Time/Part-Time: Full-Time Locations: Brock & Scott, PLLC - Winston-Salem, Brock & Scott, PLLC - Atlanta, Brock & Scott, PLLC - Birmingham, AL, Brock & Scott, PLLC - Brentwood, Brock & Scott, PLLC - Charleston, Brock & Scott, PLLC - Charlotte, Brock & Scott, PLLC - Cincinnati, OH, Brock & Scott, PLLC - Columbia, Brock & Scott, PLLC - Connecticut, Brock & Scott, PLLC - Fairfax, VA, Brock & Scott, PLLC - Ft. 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