AVP, Client Services

Overview:

Are you ready to take your career to the next level? ServiceLink, one of the top providers in the mortgage services industry, seeks an individual with a solid work history in the mortgage or real estate industry, to join our team the AVP, Client Services. The ideal candidate will possess strong communication and interpersonal skills to gain trust, achieve business objectives, and collaborate with all levels of management. If you thrive as a motivating force, inspiring confidence and energizing teams to drive for superior results, we encourage you to apply today. There may never be a better time to join ServiceLink, where the demand for exceptional performance is rewarded with rich opportunities for rapid career progression.

Applicants must be currently authorized to work in the United States on a full-time basis and must not require sponsorship for employment visa status now or in the future.

A DAY IN THE LIFE

In this role, you will…

• Oversees departmental operations to ensure production efficiency, quality, service, and cost-effective management of resources
• Create Client Operations standards, implement existing procedures
• Resolve complex or operational escalated concerns and ensure the appropriate escalation paths are followed
• Facilitates the relationship between all Clients and the Business Unit while fostering and enhancing Client satisfaction

WHO YOU ARE

You possess …

• 10 years' management experience in real estate appraisal, bank or finance lending, mortgage company experience; real estate background a plus
• Prior management experience in QC Valuations with knowledge of standard Valuation practices and procedures
• Knowledge of Valuations office processes, procedures, and technology
• Exceptional customer service, communication and writing skills

Responsibilities:

• Create Client Operations standards, implement existing procedures; prepare action taken reports for VP and facilitate enhancements
• Oversee the interviewing of personnel and vendors to evaluate effectiveness of Client Operations program
• Resolve complex or operational escalated concerns; ensure appropriate escalation paths are followed
• Report to inquiries regarding valuation orders, unusual occurrences, report follow-up procedures, and report monthly/year-to-date comparisons
• Select specific topics for review, such as onerous procedures, high volume Client work, performance trends, or other risk factors as defined by VP
• Oversee Managers who are responsible for staff scheduling to include: work assignments/rotations, employee training, employee vacations, employee breaks, overtime assignment, back-up for absent employees, and shift rotations
• Manage Client relationships to create and maintain a positive, productive and professional working relationship
• Collaborate and administer valid process steps and are within the required Service Level Agreement (SLA) timeframes, working with all other departments as needed
• Keep the VP informed of studies in process and progress thereof, agenda items; discuss problems and completion of department audit procedures, client updates.
• Schedule and conduct team and client meetings, represent department within interdepartmental meeting as needed
• Communicate with Senior Management on Departmental operations
• Lead client meetings, visits, and audits
• Maintain compliance with Independence Guidelines
• Perform all other duties as assigned

Qualifications:

• 10 years' management experience in real estate appraisal, bank or finance lending, mortgage company experience; real estate background a plus
• College degree Preferred
• Prior management experience in QC Valuations with knowledge of standard Valuation practices and procedures including:

o USPAP- Role may require the taking and passing of USPAP training

o BPO Standards & Guidelines

• Knowledge of Valuations office processes, procedures, and technology
• Exceptional customer service, communication and writing skills
• Read, write and maintain operational reports and workflows
• Strong attention to detail and multi-tasking abilities