Manager, Client Services - Valuations

Overview

Are you self-motivated and eager to unleash your full career potential? ServiceLink is in search of a candidate uniquely qualified with the ideal blend of experience and talent to fill the position of Client Services Manager. The successful candidate will possess sound judgment, the ability to build and maintain meaningful business relationships, and exceptional customer service and communication skills. If you are confident in your ability to strengthen the reputation of trust and confidence we hold among our clients, we invite you to apply today. This is an exciting time to become a part of ServiceLink, where the demand for exceptional performance is rewarded with unlimited opportunities for rapid career progression.

Applicants must be currently authorized to work in the United States on a full-time basis and must not require sponsorship for employment visa status now or in the future.

A DAY IN THE LIFE

In this role, you will…

• Manage and oversee all Customer Service pipelines in alignment with team goals/metrics
• Meet with employees, clients, and senior management to drive engagement, performance, and client satisfaction
• Resolve Escalations/Issues and propose solutions to improve performance, productivity, and client relationships
• Have primarily responsibility for all client escalations, client calls, audit requests, and managing the day to day operations in customer service

WHO YOU ARE

You possess …

• A confident understanding of the mortgage services industry and strong customer service skills and mentality
• A penchant for excellence. You will use your strong attention to detail and relationship skills to maintain the trust and confidence of our Clients
• The ability to multitask in a fast paced environment, especially the ability to work in multiple systems at once.
• Exceptional written and verbal communication skills
• Strong organizational skills and sense of urgency
• Superior analytical skills to proactively identify trends and make independent, sound decisions for the business
• Ability to think outside the box and present solutions to problems identified
• Superior skills with Microsoft Office, most notably Excel and Power Point
• Follow through skills – extremely important to follow through and close the loop on all items outstanding
• The ability to quickly learn new skills, processes and procedures

Responsibilities

• Manage OT, shifts, and PTO to ensure consistent queue coverage daily, including evenings, weekends, and holidays
• Maintain and improve individual and team productivity and quality goals/metrics
• Drive strong team engagement through recurring one-on-ones, team meetings, and offsite/onsite/virtual activities
• Create and implement employee developmemt plans to enhance cross-training, productivity, and quality
• Analyze the pipeline on a daily basis and understand trends for improvement
• Manage performance decks, action plans, SOPs, and all other reporting needed
• Participate in client calls, client audits, and site visits (as needed)
• Oversee and facilitate swift resolution to client escalations – Urgency is key
• Conduct team meetings and team training on a recurring basis
• Coordinate meetings and improvement plans with other departments to improve your overall customer performance
• Propose solutions, processes, and team initiatives to enhance performance or solve business problems
• Participate in technology projects, BRD creation, and UAT initiatives
• Ensure that we are meeting and exceeding all customer expectations - SLAs, scorecards, reporting deadlines, and ad hoc requests
• Coordinate with AVP and VP to manage appropriate staffing levels, conduct interviews, and hire staff as needed.
• Ensure appropriate escalation paths are followed
• Communicate regularly with Senior Management on team/department protocols and improvements needed
• Create and maintain a positive, productive and professional working relationship with vendors, Clients and all internal departments.
• Maintain compliance with State and Industry Regulations including Appraisal Independence and following all of the SL compliance requirements.
• Perform all other duties as assigned.

Qualifications

• 5 Years minimum of Customer Service Management Experience

· College Degree Preferred

• Prior experience in Valuations with working knowledge of standard appraisal practices and procedures including USPAP.
• Knowledge of office processes, procedures, and technology. Experience in directing project and team activities.
• Exceptional analytical and problem solving skills
• Exceptional customer service, communication, and writing skills
• Ability to read, write, and maintain operational reports and workflows.
• Extreme attention to organization and planning skills
• Concentrated attention to detail and assertive leader qualities.
• Dedication to employee training and mentoring.