Client Relations Manager II

Fay Servicing - Farmers Branch, TX

Full-time - Mid Level

Farmers Branch, TX

Credit Intermediation and Related Activities

About the position

The Client Relations Manager II at Fay Servicing is responsible for managing client relationships across assigned investors, focusing on optimizing client satisfaction and revenue. This role requires a strategic approach to engage with clients, provide recommendations for portfolio performance improvement, and ensure effective communication across various departments. The position involves analyzing client portfolios, preparing reports, and collaborating with internal teams to meet client deliverables and address any issues that arise.

Responsibilities

• Manage client relationships across assigned investors.
• Develop a thorough understanding of portfolio goals and revenue targets.
• Deliver effective communication to key leadership, departments, and clients.
• Drive reporting to monitor and assess portfolio performance.
• Partner with the Account Management Team to meet client deliverables.
• Review client portfolios weekly to identify efficiency gains.
• Prepare and facilitate monthly client reporting packages and presentations.
• Track client deliverables, revenue opportunities, and pain points.
• Address ad-hoc client reporting requests efficiently.
• Assist with the preparation of Statement of Work (SOW) documents.
• Identify and escalate organizational issues impacting client servicing.
• Collaborate on projects within the department or cross-functionally.
• Maintain compliance with Fay's policies and regulatory requirements.

Requirements

• Bachelor's degree in Business or related field (or equivalent experience).
• 5+ years' experience in Client Relations.
• 5+ years' experience in mortgage servicing.
• 3+ years' experience in customer service.
• Strong knowledge of Microsoft Office (Excel, Word, PowerPoint).
• Demonstrated experience in a fast-paced, dynamic work environment.
• Strong customer service skills.
• Leadership and influencing skills.
• Strong verbal and written communication skills.
• Strong analytical and problem-solving abilities.

Nice-to-haves

• Experience leading team projects.
• Strong facilitation skills for client presentations.
• Ability to manage self and others through change.

Benefits

• Health insurance
• 401k plan
• Paid holidays
• Professional development opportunities
• Flexible scheduling