Senior Associate, Client Services - Team Lead

Purpose and Job Summary:

The primary focus of the position is to provide outstanding service to internal and external clients and to aid in the management and administration of our complex loan servicing portfolio through the superior execution of several core functions, interacting with Performing and Risk Asset Management, Originations, Closing Coordinators, Tax, Insurance, Investor Reporting and Accounting. This position should demonstrate a high level of knowledge of loan servicing and asset management related inquires received from internal and external clients.

This role is essential in providing management, leadership, accountability, and strategic direction to a team of Client Service Analysts and Associates. Performance at a high level of accuracy and responsiveness in these responsibilities is crucial for the loan servicing and asset management department, enabling timely responses to urgent requests and ensuring key functions are executed effectively.

• Promptly responds and provides periodic updates to all client inquiries pursuant to company policies and service levels.
• Build relationships with external and internal clients.
• Provide direct communication with investors to provide updates and answer loan level questions.
• Monitor reports and deadlines to ensure work is completed in advance of set timelines, proactively communicating portfolio status with manager as needed.
• Manage a team of Analysts and Associates to ensure SLAs are being upheld with high quality output.
• Train and develop team members on core position requirements and functions, ensuring consistent attention to detail across all team members.
• Quality check and provide feedback to team members, communicating training gaps to the team member, including escalation to department Director, as needed.
• Assist in compiling data samples for department and/or lender audits, as requested by manager.
• Participate in internal and external quality control and audit assessments, providing prompt and accurate responses to inquiries made, as well as take immediate action to correct or resolve issues as they are made known.
• Work with the IT department to test and implement system updates.
• Respond to all internal and external customer inquiries in a timely, accurate, and professional manner.

• Cross-train in all areas of department to gain full understanding of all aspects of departmental responsibilities, assist management with special projects related to department goals or as may be needed by the team.
• Provide regular status updates to manager regarding any outstanding items or deadlines.
• Work professionally and harmoniously with team and coworkers
• Other projects and duties as assigned

• Bachelor's degree with a concentration in Finance, Real Estate, Management or Business
• 2-3 years in a supervisory or leadership role
• 3-5 years in commercial mortgage servicing or commercial real estate is preferred, with exposure to FHA, USDA, Ginnie Mae, Freddie Mac or Fannie Mae loans. An equivalent combination of education and experience which clearly demonstrates the knowledge and skill set to perform the job functions will be considered.
• Previous experience with the McCracken Strategy system a plus
• Proficiency in Microsoft Office, Word, Excel, and PowerPoint
• Excellent communication and time management skills with background in customer service and management
• Professional business image and excellent command of the English language, both verbally and in writing (spelling, grammar, and punctuation).
• Creative and effective problem-solving skills, excellent organizational and analytical skills as well as focus and attention to detail
• Proactive attitude and willingness to take initiative to seek out additional tasks and responsibilities.
• Flexibility and ability to work under pressure with tight deadlines and constant interruptions; Ability to adjust priorities and multi-task in a changing environment.
• Ability to plan, organize, and prioritize assignments, and to meet critical and established deadlines; Ability to manage multiple assignments and transactions simultaneously. This position is expected to assist junior team members in managing and prioritizing their workload and support the manager as needed
• Demonstrated ability in handling access to sensitive and confidential information. It is expected that this information remains confidential both internally and external to the company in all daily activities.