Director, Client Relations/Subservicing

The Director of Client Relations sets direction and provides supervision for Account Managers who oversee subservicing client relationships.  In addition, this position provides strategic planning, account planning, problem solving and special project support for their client portfolio.  This position is involved in decision making related to overall Client Relations departmental strategy and tactics and is a member of the senior management staff of Client Relations. This position is expected to have a solid knowledge of servicing and our product offerings, translating in the ability to support clients and Client Relations. Importantly, in leading the Account Managers, the position supports long-term relationships with subservicing clients by supporting Account Managers in their work managing clients. 

Job Functions and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily:

• Develop Strong Client Relationships
  • Develop and maintain effective external business relationships with a portfolio of clients while upholding responsibility for overall client satisfaction.
  • Maintain regular and proactive contact with subservicing clients. 
  • Partner and communicate with internal departments across all levels within the mortgage servicing organization. 
  • Coordinate feedback on clients’ reporting and data feeds.  Facilitate any questions or enhancements from the client.
  • Anticipate issues and/or problems that could impact the business for both PHH and the client and then provide valid solutions.
  • Drive internal business owners to thoughtful and timely resolution and responses 
  • Coordinate program changes, delegations or processes based on client requests.
  • Collaborate with impacted areas where appropriate i.e., information technology, legal, finance, servicing, project management office
  • Must independently be able to provide routine updates and feedback to senior management.  
  • Coordinate, facilitate, present, and independently conduct subservicing client meetings.
  • Ability to maneuver through and interpret client subservicing agreements
  • Track and deliver all obligations as defined within the subservicing agreement
  • Partner with internal departments to maintain satisfactory performance toward contract service levels 
  • Utilization of SalesForce.com to track client interactions, initiatives, and delivery of contractual obligations
• Set strategy and tactics for Client Relations
  • Assist with Strategic Planning and Tactical Action Plan development and execution
  • Develop performance metrics and governance controls for Account Manager functions
  • Assists in the sales process directly through site visit participation or assisting sales staff with questions
  • Create and maintain policies and procedures with respect to account management
• Set direction and supervise Account Managers
  • Manage the operating model
    • Capacity model adjustments
    • Approach to assigning  Account Managers and Clients
    • Refining Roles and Responsibilities for Account Managers
  • Identify opportunities to improve Client Relations
  • Identify opportunities to provide innovative solutions and services to clients
  • Drive performance to meet client requirements and business unit expectations
• Fosters Teamwork
  • Develops and maintains good working relationships with both internal and external customers.
  • Cooperates, shares, and supports the goals of the corporation.
  • Considers the impact on servicing, customers, and management in making decisions.
  • Seeks and supports improvements to gain overall company efficiencies.
  • Participates constructively in meetings.
• Completes other duties and special projects as assigned.

Key Result Areas: 

• Set objectives & key results (KPI’s)  that support our Service Excellence philosophy and standards, and monitor delivery against these to increase Customer satisfaction levels, 
• Promote and instill a high performing team culture, foster talent to improve and maintain retention levels, and support change management initiatives
• Allocate resources and drive accountability to direct reports to ensure achievement of results
• Strong verbal and written communication skills
• Well-organized, with an ability to manage multiple priorities within strict time constraints
• Ability to work independently as well as in a team environment
• Demonstrable problem solving and decision making skills
• Ability to speak in front of groups
• Ability to interact in social settings  with client personnel at senio