Associate, Client Services

About the position

The position focuses on providing exceptional service to both internal and external clients while managing and administering a complex loan servicing portfolio. The role requires interaction with various departments and emphasizes accuracy and responsiveness to time-sensitive requests. Additionally, the position involves providing leadership to junior team members and ensuring client satisfaction through effective communication and problem resolution.

Responsibilities

• Promptly respond to client inquiries and provide periodic updates according to company policies and service levels.
• Build relationships with external and internal clients.
• Communicate directly with investors to provide updates and answer loan-level questions.
• Act as the point of contact for customer issues, requests, and escalated issues as appropriate.
• Perform introductory calls related to the closing of new loans.
• Assist borrowers with inquiries, requests, and activation issues related to the online borrower portal system.
• Collaborate 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.
• Process and document any changes in borrower contact information.
• Cross-train in all areas of the department to gain a full understanding of departmental responsibilities.
• Assist management with special projects related to department goals as needed.
• Provide regular status updates to the manager regarding outstanding items or deadlines.
• Work professionally and harmoniously with team members and coworkers.

Requirements

• High school diploma or equivalent required; Associate or Bachelor's Degree preferred.
• 1-2 years' experience in commercial loan servicing is a plus.
• Previous experience with the McCracken Strategy system is a plus.
• Proficient in MS Office, with working knowledge of CRM platforms.
• Excellent communication skills with a background in customer service.
• Detail-oriented and independent worker with strong project management skills.
• Proactive attitude and willingness to take initiative to seek out additional tasks and responsibilities.
• Ability to work well under pressure, adjust to varied workloads, and multitask.
• Demonstrated ability to handle access to sensitive and confidential information.
• Professional business image and excellent command of the English language, both verbally and in writing.

Nice-to-haves

• Experience in a fast-paced financial services environment.
• Familiarity with loan servicing processes and systems.

Benefits

• Competitive vacation policy and floating personal holidays.
• Extensive leave options and annual observed holidays.
• Infertility coverage and adoption support.
• Child and elder care assistance.
• Fully paid maternity and generous parental leave benefits.
• Hybrid working model with a minimum of 3 days in-office requirement.