Director, Account Management - Mortgage Connect

Summary of Position

The Director, Account Management is responsible for onboarding new clients and managing existing to ensure service level performance and client expectation is met. By analyzing and evaluating overall performance, the Account Manager will have direct oversight of all facets of the client, and be able to report high level overviews to upper management.  The role involves examining various aspects of the business, creating workflows, monitoring service levels, leading client facing conference calls, and providing insights and recommendations for improvement. The Director, Account Management will utilize their analytical skills, business acumen, and problem-solving abilities to monitor client performance, assess opportunities for improvement, and recommend strategies that align with the organization's goals.    

Responsibilities

• Client facing experience – senior level – must be able to engage, lead and drive client conversation
• Cross functional communication leader across multiple business channels
• Lead enterprise wide initiatives, creating synergies between channels
• Forecast and track key account metrics
• Tall bar reporting – volume trending, service levels, escalations, remediation, revenue
• Onboarding – works with client, internal IT resources, and operational units to fully onboard client
• Completes onboarding questionnaire, workflows, internal setup/configuration, and pricing
• Monitors all service levels to ensure operational units are within client guidelines
• Reporting – creates client specific scorecards and routine reports
• Assist with high severity requests or issue escalations as needed
• Works with Executive Management to address client requests
• Establishes and submits to Executive Management status reports on all applicable clients
• Coordinate all client conference calls, agendas, minutes, and works with operational units to cure action items
• Operate as the lead point of contact for any and all strategic matters specific to our clients
• Build and maintain strong, long-lasting client relationships
• Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders
• Identify and grow opportunities within existing customers and collaborate with sales teams to ensure growth attainment
• Establishes productive, professional relationships with key personnel in assigned customer accounts.
• Coordinates the involvement of company personnel, including support, service, and management resources, in order to meet account performance objectives and customers’ expectations.
• Meets assigned targets for all assigned tasks and strategic objectives in assigned accounts
• Proactively assesses, clarifies, and validates customer needs on an ongoing basis
• Leads solution development efforts that best address customer needs, while coordinating the involvement of all necessary company personnel
• Maintain SalesForce Updates
• Travel may be required, but would be very limited

Requirements

• Excellent analytical and presentation skills
• 3-5 years of direct client engagement experience, preferably in a leadership role
• Excellent written and verbal communication skills
• Solid organizational skills including attention to detail and multi-tasking skills
• Strong working knowledge of Microsoft Office suite of products

• Competitive payrates based on skills and experience
• Extensive benefits package: Medical, dental, vision, HSA, mental health programs, Employee Assistance Program, short term disability, voluntary insurance (LTD, auto, home, life, legal, pet, identify theft), employee discounts
• Rest and relaxation: Paid holidays and generous PTO based on tenure
• Community and Philanthropy: Paid volunteer time
• Paid Maternity and Parental Leave
• Contribute to your future: 401K plan and robust continuous learning opportunities
• Work Perks Program: Access to discounts that help save money in your daily life

Is this the ideal location for you?

Mortgage Connect is committed to offering a flexible work environment for this role. This is a remote role, meaning you have the flexibility to work from home. (Remote work is subject to Mortgage Connect’s remote work policy and business needs.)

Mortgage Connect is a national mortgage service provider specializing in assisting mortgage lenders with a multitude of services they need in connection with a loan. Our entrepreneurial mindset allows us to differentiate ourselves in the market through continuous improvement and innovation, as well as our diversified suite of product offerings. Our people are driven and committed to our cultural values we call “The 5C’s”: Connect, Collaborate, Communicate, Care, and Celebrate. We take these seriously and coming on board with us means you agree to adopt these values in your everyday work life with us.

All onboarding employees will be required to complete a pre-employment background check and drug screening.

We are an Equal Opportunity employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws. Mortgage Connect is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact HR@mortgageconnectlp.com