Customer Relationship Manager

Job Title:

Customer Relationship Manager

Duration: 12 months

Shift Timings: 9-6 local time, must be flexible to work within this shift

• General knowledge about the entire loss mitigation process is necessary to manage a large portfolio of customers throughout the default servicing lifecycle.
• The Customer Relationship Manager (CRM) position requires expertise in loan modification.
• The CRM serves as a single point of contact and trusted advisor for these borrowers.
• Sensitivity to the nature of a distressed customer situation and professional demeanor are important attributes to possess in communicating with customers, as well as setting expectations, about loan status and possible difficult decisions up to the final resolution.
• The CRM will oversee a broad set of activities that include managing a portfolio of loans in default, loan modifications, document validation, NPV modeling, second mortgage modifications, short sale/DIL, and answering technical foreclosure questions. In many cases, (e.g., short sale/DIL/foreclosure) the CRM will be needed to initiate and possibly facilitate connections and dialogue between the borrower and the appropriate expert who can address specific questions and situations.
• The CRM will need to document notes in the customer-facing system and monitor accounts for trial payments, including lengthy repayment plans and special forbearances.
• The CRMs responsibilities may also include assisting with non-customer facing activities, such as pre-validation document checking, impounding, escrow, and investor approvals.
• Ability to clearly communicate the customer's current status and the steps that are required in order for us to make a Fair, Fast and Final decision.
• Demonstrated ability to meet/exceed established performance metrics, such as resolutions, quality and other various performance metrics such as answer rate and SLA adherence.