Client Relations Specialist
Core
Key liaison between the organization and mortgage servicing clients, managing loan-level requests and document fulfillment.
Role type
Client Relations Specialist
Builds
Facilitates loan-level inquiries and servicing-related requests for mortgage clients
Domain
Mortgage servicing and real estate
Deliverable
client delivery
Required skills
mortgage servicing experience, loan servicing data knowledge, document coordination, cross-functional collaboration, request pipeline management, client communication
Preferred skills
familiarity with servicing platforms (e.g., MSP), process improvement
Responsibilities
Manage day-to-day client communications via email, phone, and virtual meetings; Facilitate and track loan-level inquiries and servicing-related requests; Coordinate document requests including servicing records and loan documentation; Work cross-functionally with internal departments to obtain and provide loan level requests; 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; Contribute to process improvements that enhance client service and operational efficiency