Client Specialist

About This Role

The Client Specialist will assist in overseeing client contracts and portfolios, identifying and resolving loan-level issues, and handling client-specific projects and compliance matters within the Operations Department.

Responsibilities

• Assist in ensuring all client correspondences (including phone calls and emails) are responded to timely and effectively.
• Track all correspondences, and ensure updates are given that convey that the root of the associated problem is re-mediated in a timely fashion.
• Aide in ensuring all assigned client update sheets are detailed, accurate, substantiated and client friendly.
• Assist supervisor in identifying possible escalations in order to diffuse and resolve without delay.
• Convey all assigned reporting information to clients timely, including client portal tasking assignments.
• Assist Supervisor in maintaining the client relationship and contract health.
• Assist in addressing non-compliance issues with supervisor or other departments whenever they arise.
• Assist Supervisor in Coordinating and handle all loan-level contact calls with client whenever possible.
• Assist supervisor in monitoring Client escalations, Client requests and Client tasking and Client status bid orders as needed.
• Participate in and contribute to management-level client calls wherever possible.
• Communicate with other departments clearly and effectively as to ensure the clients directive is clear to other departments.
• Address client communications and inquires independently in order to assist other departments with focusing on their directive of completion of work assignment.
• Address complaints and administrative duties as assigned in order to resolve client inquiries or concerns or provide clarity and additional detail to the client.