description du poste

The Client Liaison is responsible for the successful handling of the clients portfolio for all Customer Interaction areas (includes Call Center, Tax Insurance, Special Products, Transfer Operations, Exceptions Processing, and Service Excellence). This role expedites the handling of issues/complaints and assisting with reviewing reports and operational issues to ensure Cenlar is delivering the highest level of service required to meet the client’s needs. The Liaison must also analyze and understand the client and their business, as it relates to client implementations and everyday client needs. The Client Liaison develops and utilizes various tools and reporting to identify deficiencies or potential issues and proactively works with the clients to remediate. The Client Liaison works closely with Client Management on addressing issues that are keeping us from achieving a path to Green and overall Client satisfaction.Responsibilities:Acts as the primary contact and liaison between designated Cenlar clients, primarily the largest and more complex clientsMaintains client database and monitors client specific requirements to ensure we are meeting the Client’s needs, including SLAs, SOWs, KRI/KPIsIdentifies opportunities for relationship enhancement by understanding the Client’s business plan/needs, product mix, and changing industry environmentWorks within database for monitoring and reporting to senior management on missed opportunitiesProvides statistics, trends, performance, and turnaround times to managementAnalyzes and understands client’s culture and their business, including their product line, future product development, and other internal/external servicing relationshipsCreates change management protocol and tracking for all Client specific process changes, and maintains tracking of client action items, escalated issues, and requestsMaintains full knowledge of and involvement in all facets of client relationships with company, including implementations and every day needsPerforms analytics on various reports to identify issues and proactively works with Clients on remediationConducts and facilitates client visits/meetings to ensure client needs/expectations are being met, and ensures timely resolution of follow-up itemsPrepares and facilitates the processing of Statements of Work (SOWs) for client initiatives with operational areas, Relationship Manager, and pricing departmentFacilitates client requests for reporting (LPS and/or ad-hoc); understands the purpose of report and output expected, test output, and ensures appropriate client billingProvides ongoing support for portfolio conversions and deconversionsUpdates work management system with task lists, agendas, and meeting minutesAssists in training new employeesOther duties and projects as assignedAppropriately assess risk when business decisions are made, include but not limited to compliance and operational risk. Demonstrate consideration for Cenlar’s reputation as well as our clients, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.Qualifications:High school diploma or GED required; Bachelor’s degree preferredAdvanced degree or mortgage servicing certification a plus5+ years of mortgage servicing experienceKnowledge of servicing processes, secondary marketing, investor relationships, and mortgage originations preferredProject management and presentation skillsAdvanced proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, Outlook and AccessAdvanced written and verbal communication and excellent interpersonal skillsAbility to effectively and professionally interact with all levels of management both at Cenlar and with our ClientMust possess demonstrated presentation skills and the ability to facilitate meetings with large groupsTeam player capable of working independently and managing several projects simultaneously in a fast paced, changing environmentDetail oriented with excellent organizational skills and ability to multi-taskMust be able to maintain knowledge of clients business plan as it relates to originations, acquisitions, and servicing sale/retentionMust maintain working relationships with the various Servicing Departments, Conversions, Deconversions, New Loans and MIS #J-18808-Ljbffr