Vice President Client Relations – Remote

Overview

We are seeking to fill the role of Vice President Client Relations. The ideal candidate enjoys collaborating with clients, industry partners and internal teams to maximize outcomes for homeowners.

Responsibilities

• Lead, oversee, and monitor activities performed by the Client Relations staff.
• Manage and update departmental policies and procedures.
• Assume responsibility for the management and satisfaction of high-volume/high-revenue clients; ensure LoanCare provides high-quality service to retain and cultivate new business.
• Responsible for managing multiple processes and projects.
• Collaborate with senior-level Client Relations staff on initiatives/projects; expedite solutions with various servicing teams.
• Oversee staff responsible for relationships with/satisfaction of allocated business partners
• Monitor Client Relations team activities to ensure adherence to SLAs and expectations.
• Provide staff guidance, feedback, and coaching to improve processes and communication.
• Serve as an internal point of contact for escalated issues with client, internal leadership, and/or Client Relations staff.
• Participate in conference calls with staff on client-related issues as needed.
• Communicate repetitive issues/gaps to senior management; keep direct manager informed of client concerns.
• Coordinate client technology updates for team.
• Ensure staff is informed about industry updates, changes, and best practices that cultivate client satisfaction.
• Assign and allocate new clients to team.
• Participate in management meetings and discussions.
• Perform all timecard verification and performance reviews; conduct training and interviews for new staff.
• Oversee and monitor client billing processes/procedures; review client bills during implementation process; report on challenges as needed.
• Maintain oversight of client contractual SOA performance.
• All other duties as assigned.

Qualifications

• High School Diploma or equivalent.
• Bachelor’s Degree in Business, Communications, or related field or equivalent work experience.
• 8-10 years of experience in Client Relations with relevant mortgage servicing or mortgage banking experience.
• 5+ years of managerial and leadership experience.
• Strong knowledge of mortgage servicing/banking laws and practices.
• Strong knowledge and experience with FNMA, FHLMC, and GNMA.
• Strong knowledge of Microsoft Office (Word, Excel, etc.).
• Excellent verbal and written communication skills.
• Ability to coach/train and lead staff successfully.
• Ability to facilitate creative solutions and change.
• Ability to analyze complex concepts and solve problems across business, functional, technical, and operational domains.
• Ability to work independently and collaboratively in a team environment.
• Ability to adapt and remain flexible in a fast-paced and constantly changing work environment.
• A strong work ethic with an ability to take initiative, work under minimal supervision, and effectively meet deadlines.
• Ability to engage with all levels of management while projecting a professional image.

Total Rewards LoanCare’s Total Rewards Package offers a comprehensive blend of health and welfare, financial, lifestyle and learning benefits to support employee well-being and engagement. Highlights include: Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance Time Off: Paid holidays, vacation, and sick leave Retirement & Investment: Fidelity National Financial matching 401(k) and employee stock purchase plans Wellness Programs: Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being Employee Recognition: Programs that celebrate achievements and milestones Lifestyle & Learning Perks: Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports your continued education and professional growth.

Compensation

Range: $123,600-$231,800 annually. Actual compensation may vary within the range provided, depending on a number of factors, including qualifications, skills and experience. Build Your Future with LoanCare® At LoanCare, we don’t just service mortgage loans—we serve people. As a leading full-service mortgage loan subservicer, we deliver excellence to banks, credit unions, independent mortgage companies, investors, and the homeowners they support. Backed by the strength and stability of Fidelity National Financial (NYSE: FNF), a Fortune 500 company, we offer a career foundation built on integrity, innovation, and collaboration. Here, you’ll find: A culture that helps you thrive, with resources and support to fuel your growth Flexibility to work remotely, while staying connected through virtual engagement Opportunities to make a real impact in an industry that touches millions of lives If you're ready to grow your career in a place that values your contributions and empowers your success, we invite you to join our team. About Remote Employment We provide the necessary equipment; all you need is a quiet, private place in your home and a high-speed internet connection with a minimum network download speed of 25 megabits per second (MBPS) and a minimum network upload speed of 10 MBPS WHO WE AREAbout us …LoanCare is a leading national provider of full service subservicing and interim subservicing to the mortgage industry and has offered its expertise and best practices in providing servicing solutions for others since 1991. At the present time, LoanCare subservices over 1.8 million loans in 50 states. LoanCare has a seasoned loan servicing team with senior managers averaging nearly 30 years of experience in the mortgage and financial services industry.LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law. WORK CONDITIONSWorking conditions are normal for an office environment. Ability to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance. Over time required as necessary.Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. EQUAL EMPLOYMENT OPPORTUNITY LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law. #LI-DM1 Apply To This Job