Client Services Manager

Apply by eMail:15361168.185@jobfrenzy1.com

Description:
I. PURPOSE AND SCOPE:
Manage the daily activities of an 18 member “call center” team.Activities include but are not limited to keeping staff informed and up-to-date on all product and guideline changes, technology enhancements, agency, government and compliance guidelines, web navigation, client reports, etc.Manage the “Lead Management” process on behalf of Sales and pre-qualify candidates to be approved as Correspondent clients. Must be able to set goals, develop strategies in order to meet those goals.

II. RESPONSIBILITIES, SPECIFIC DUTIES AND ESSENTIAL FUNCTIONS:
Management of Client Services:
Maintain adequate service levels as determined by management, to internal and external customers and sales force.

Assist members of Clients Services in answering questions and/or resolving issues regarding products, procedures, guidelines, underwriting, pricing, processes, technology, etc.

Communicate new product developments, pricing issues, and any other pertinent details to build overall awareness within the team and sales force as well as our client base.

Communicate client trends and challenges created by our competition that may have an impact on production.

Conduct regular staff meetings to ensure the Client Services Team is up to date on all products, processes, enhancements, etc.

Resolve escalated issues with Operations, Underwriting, Credit Risk, etc.

Develop and maintain adequate reporting mechanisms to manage and report service levels, origin of calls, and types of calls.Make enhancements as necessary to increase service levels.

Manage the “Lead Management” process to conduct a screening process for lenders who want to apply to GMAC Bank for approval as a Correspondent or a Table-Funder.

Continue the growth of the Client Services team in expanding experience levels and strengthening overall team skills.

Assist in developing training and marketing materials which adequately explain new products, guidelines and processes to educate clients and account executives.

III.RELATIONSHIP TO OTHERS:
Title of Immediate Supervisor/Manager:
VP, Sales Operations and Client Management

Internal and External Business Relationships:
Manager Underwriters
Technical Support
Operational and ServicingassociatesCapital Markets associates
Post Funding
Sales Force

IV. QUALIFICATIONS:
Education and/or Experience:
Preferably 10 years experience in the following areas: Underwriting/Operations, Customer Service and Sales. Candidate must possess and demonstrate excellent leadership and communication skills.Knowledge of mortgage banking including pricing, funding, operations, underwriting, and processing is required. Candidate must allocate one’s own time efficiently and must handle multiple demands and competing priorities. Must create an atmosphere in which timely and high quality information is shared with team members.

Skills and Abilities:

Ability to communicate effectively and exchange information clearly and concisely
Ability to organize job responsibilities in a detailed fashion
Ability to work in a high volume, fast pace environment and successfully meet established deadlines

Personal and/or Professional Characteristics:

Exhibits confidence and empathy when dealing with current and potential customers
Accurately represents GMAC Bank’s and Department’s capabilities and strengths.
Acts professionally regardless of the situation.
Understands and appreciates the importance of the bigger picture.

V. CONDITIONS OF WORK:

Majority of time will be spent on the telephone and computer.
Overtime may be required
Travel may be required


While this job description is intended to be an accurate reflection of the job requirements, management reserves the rights to modify, add, or remove duties from particular jobs and to assign other duties as necessary.

Requirements:
Preferably 10 years experience in the following areas: Underwriting/Operations, Customer Service and Sales. Candidate must possess and demonstrate excellent leadership and communication skills. Knowledge of mortgage banking including pricing, funding, operations, underwriting, and processing is required. Candidate must allocate one’s own time efficiently and must handle multiple demands and competing priorities. Must create an atmosphere in which timely and high quality information is shared with team members.

Education: Not Specified

Experience: Not Specified

Travel: None

Apply by eMail:15361168.185@jobfrenzy1.com

Job Created: Fri Nov 06 2009 04:27:25 AM
Last Modified: Fri Nov 06 2009 04:27:25 AM