New Penn Financial - Tempe, AZ
posted 3 months ago
The Client Relations Manager plays a crucial role in ensuring that the expectations of residential mortgage borrowers and business partners are exceeded through superior service, streamlined processes, and effective communication. This position is designed to empower employees by recognizing superior performance and innovative solutions while promoting teamwork and cooperation across divisions. The primary function of the Client Relations Specialist III is to assist both borrowers and the production sales team in coordinating all functions related to the processing and closing of loans. This role is pivotal in maintaining the flow of communication between various stakeholders, ensuring that all parties are informed and that any issues are addressed promptly. As a subject matter expert (SME), the Client Relations Manager will manage the status of external business partners and oversee the multi-state pipeline of internal business partners. This includes serving as the primary liaison between these partners and the operations staff, conducting daily reviews, and following up with borrowers and vendors regarding outstanding items. The role requires gathering necessary documentation and communicating any challenges in meeting timelines or resolving errors to management. Additionally, the Client Relations Manager will escalate any fraud cases to the Risk Management Leadership Team and assist internal partners with non-responsive clients and conflict resolution. The position also involves performing data entry to update internal systems and loan files, reviewing various documents for compliance, executing the Review Approval Process, and coordinating the scheduling of loan closings. Regular attendance at pipeline meetings and system training updates is expected, along with performing related duties as assigned by management. It is important to note that this position is classified as a non-loan originator role, meaning that the individual will not engage in activities such as communicating directly with borrowers about credit qualifications or loan terms.