Client Relationship Manager

TITLE: Client Relationship Manager
REPORTS TO: VP Account Management
STATUS: Salaried
LOCATION: Remote
SCHEDULE: Monday – Friday, shifts available between 7:00 AM – 7:00 PM CST
PAY: $60,000/yr

JOB SUMMARY: In this role you will serve as a representative of the Client Relationship Team. The focus of the Client Relationship Manager will be to provide outstanding support to our clients with all aspects of our product services, including but not limited to general inquiries around various services, onboarding and training, handling client complaints, collecting and analyzing data, and improving overall customer experience. This will be done through multiple channels of communication including email and phone calls.

JOB RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily, with or without reasonable accommodation:

Handle inbound client communications either by telephone or electronically and respond to the inquiries and questions promptly.
Provide individualized client needs using high standards at a professional level.
Take ownership of complaint and queries and proactively follow through to resolution.
Ensure all clients’ queries are well-investigated and resolved.
Evaluate complex client situations, solve problems and make sound decisions.
Route queries when necessary to the appropriate team or supervisor.
Oversee the onboarding and training of new accounts.
Develop presentation material and deliver through webinar.
Facilitate product/service trainings for new and current clients to increase product knowledge and utilization
Collaborate with Sales team to determine any upsell opportunities for current customer book of business
Maintain time service standards and accuracy requirements.
Support decisions made by management and positively reinforcing them with fellow team members.
Maintain professional working relationships with external and internal clients, colleagues, and client relationship management staff.
Assist management with any assigned special projects and stretch assignments when required.
Keep up with current mortgage industry compliance requirements and fraud situations
Identify and escalate consistent or recurring client issues.
Other duties as assigned.

QUALIFICATIONS:

High school diploma or equivalent required.
Exceptional communication skills (verbal and written) for client and management interactions. Experience with or willingness to learn AI tools and emerging technologies.
Proven organizational and multitasking abilities with independent prioritization skills.
Proficiency in Microsoft Office Suite (Word, PowerPoint and Excel).
Strong critical thinking, active listening, and problem-solving skills.
Professional attitude with ability to work effectively in fast-paced, team environments.

PREFERRED QUALIFICATIONS:

One-year experience in an account management / sales / high level customer service position.
Previous mortgage processing or mortgage industry experience

REMOTE WORK REQUIRMENTS:

Stable, high-speed internet connection

Experience with teleconferencing

Access to a quiet workspace
Smartphone/mobile device

PHYSICAL DEMANDS: While performing the responsibilities of the job, the person in this position will be required to frequently communicate information so others will understand. The person in this position must be able to remain in a stationary position at least 50% of the time and must be able to lift up to 15 pounds at times. The person in this position may need to occasionally move about the inside of an office. The person in this position may need to position self to maintain files in a cabinet and place computers under a desk or in a cabinet. This position requires ability to constantly observe typewritten text on a computer screen. The person in this role is required to operate a laptop and use a telephone regularly. The person in this position may be required to travel throughout the USA by automobile or airplane which may require overnight lodging.

WORK ENVIRONMENT: While performing the duties of this job, the person in this role may be in a stationary position in an office setting and may be exposed to quiet to moderate noise level.

OTHER DUTIES: This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. This job description is subject to change at any time.

DataVerify is committed to equal opportunity employment, and employment decisions are based on merit, qualifications, and abilities. Employment-related decisions are not influenced or affected by an employee’s race, color, gender, age, religion, national origin, disability, citizenship, military status, sexual orientation, genetic information, or any other category protected by federal, state or local law. The Company endorses a work environment free from discrimination and harassment.