Our client, an alternative lender that solves capital needs for residential real estate investors nationwide, is looking to hire a Client Experience Manager to join their team at the headquarters in Philadelphia! They are looking for a high energy, self-starter with an aptitude for problem solving. In this role, the CEM will be engaging with borrowers in the post-closing stage of their loan. The goal is to continue to grow relationships with borrowers, improve practices to increase borrower satisfaction rates and manage the servicing team to ensure processes are being completed effectively and efficiently. Communication is key, and in this role, it is crucial!
Responsibilities:
- Responsible for prompt and accurate communication with borrowers and addressing all questions and concerns.
- Identify areas of improvement and strategically implement processes to enhance client satisfaction and engagement.
- Oversee servicing procedures to ensure they are completed in a timely manner.
- Proactively coordinate with our internal departments as well as capital partners, servicers, title companies and insurance companies.
- Exhibit problem solving abilities in relation to any issues that arise.
- Work in synchronization with the team to help deliver quality results within a quick timeframe.
- Provide risk management by monitoring and addressing payment related issues and concerns.
- Proactively address loan maturities and assist in determining borrower solutions.
- Manage offshore team members to help with scalability.
- Desire to lead a team and build upon a continuous improvement mindset.
- Build a team-based approach and culture that creates raving fans.
- Proficient in delivering amazing service to customers through accurate, reliable, timely and transparent communication.
- Proficient in understanding the post-closing/servicing process of a loan.
- Effective multitasking and organizational skills
- Becoming an expert in real estate lending, specifically to real estate investors.
- Operationally driven to eliminate wasteful steps utilizing systems and technology as means to automate tasks and enhance controls.
client experience in Real Estate industry
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.