Account Executive

Full time; Exempt; 37.5 hours/week; overtime as required.

Lake Zurich, IL, US,

Onsite /Hybrid/ Heavy Travel

Department: Client Services

General Description:

Administer and manage the subservicing relationship, in concert with the assigned account managers, for all assigned subservicing accounts. Enhance corporate communication and strengthen relationship through in person meetings primarily at the subservicing client’s offices. Gauge overall satisfaction of the client identify operational and relationship concerns and communicate those concerns internally at Dovenmuehle and coordinate appropriate actions and response. Ensure delivery of quality service, provide rapid response and develop a strong communication link between Dovenmuehle and the subservicing client. Heavy travel required-over 50% is typical.

 This position reports to the Senior Vice President of Client Services.

Responsibilities include, but are not limited to the following:

•  Maintain annual contact and, if necessary, more frequently, with assigned accounts through in person meetings to assess client’s overall satisfaction with the subservicing relationship, service quality issues, client management and strategic changes, market and competitive intelligence.
• Coordinate with account manager and department manager on response and action items discovered during in person meetings from assigned accounts and from other non-assigned accounts if requested by department and senior management.
• Coordinate periodic relationship reviews with the client management to maintain close relationships with the primary contacts and decision-makers, monitor client satisfaction, and evaluate methods to improve the overall relationship.
• Identify possible product and service enhancements to the subservicing program based upon client feedback. Summarize and present ideas for enhancements to department management.
• Evaluate use of optional services by each assigned client to ensure optimum service levels as appropriate for each client. Coordinate with account manager, department and company resources to educate client management and staff on various products, services and processes.
• Provide another point of escalation for clients to obtain assistance in addition to the account manager and Dovenmuehle management.
• Prepare trip summaries for DMI Senior Management, department management and assigned account manager that communicates all important topics discussed during the in-person meetings and rates the client’s overall level of satisfaction with the subservicing relationship.
• Provide guidance and assistance to account managers.
• Monitor assigned accounts throughout the year for changes in strategy, activity, management and issues through internal reports and ongoing updates from account managers and department management.

• Assist department management in projects and process improvements for the department, the company and the clients.
• Assist account managers and department with clients needing special attention as identified by department and senior management.
• Performs all other responsibilities and duties deemed necessary.
• Internal Contacts: All levels of the organization through President
• External Contacts: Clients, mortgagors and/or their agents (attorneys, title agents), third party firms hired by clients and regulatory agencies.

Qualifications/ Requirements:

• College degree; graduate degree preferred.
• Broad knowledge of the mortgage lending and mortgage servicing industries.
• Minimum of five years of mortgage servicing experience including strategic account management and client services.
• Minimum 5 five years of experience in mortgage servicing, mortgage banking, commercial banking or cash management.
• Outstanding verbal and written client communication skills.
• Excellent analytical skills including business operations and financial management.

Physical Demands and Work Environment:

• The employee is regularly required to communicate (give/receive information) through multiple methods of communication. The employee is frequently required to stand or walk (or otherwise move through the organization); sit; use hands to type, write, handle or feel and reach with hands and arms. The employee may occasionally climb or balance; stoop, kneel, or crouch; or lift and/or move up to 25 lbs. The noise level is usually moderate and typical of an office environment. The employee may be required to use a variety of standard office equipment, including computer keyboards and monitors, phones, printers, etc.
• In accordance with applicable disability laws, Dovenmuehle works with applicants and employees to make reasonable accommodations to the job or work environment when doing so will enable a qualified individual with a disability to satisfactorily perform the essential functions of the job.