AVP, Guest Services

AVP, Guest Services

Who We Are

Renovo Financial is a dynamic and fast-growing private lender and mortgage servicer based in Chicago, dedicated to partnering with real estate investors who acquire and renovate single and multi-family residential properties. We take pride in delivering exceptional support to our clients, guiding them seamlessly from loan application to pay off with a commitment to unparalleled service. Our focus on reliability and a "win-win" approach has earned us an industry-leading repeat and referral rate, reflecting the strong relationships we build with our clients.

Position Summary

The AVP, Guest Services will play a pivotal role by supporting all aspects of customer service as it relates to borrowers as well as internal and external stakeholders. This position requires a strategic thinker with a strong background in mortgage servicing operations, exceptional leadership skills, and a proven track record of delivering superior results in a variety of situations. The AVP, Guest Services will have direct interaction with borrowers, investors, and other teams at Renovo Financial, and will manage a team of dedicated customer service professionals delivering best in class service.

The AVP, Guest Services will be responsible for handling of escalated items or complaints.

Responsibilities

Strategic Leadership

• Assist with developing and executing a comprehensive customer service strategy aligned with business objectives to enhance customer satisfaction, retention, and profitability

Relationship Management

• Build and maintain strong relationships with key clients and our borrowers to understand their needs and ensure delivery of best-in-class service

One Touch Resolution

• Foster and enhance a culture of one touch resolution for all customer needs with particular attention to white glove service and an understanding of maintaining expected service levels

Team Leadership

• Lead, mentor, and develop a high-performing customer service team, providing guidance, support, and coaching to foster a culture of excellence and accountability

Cross-Functional Collaboration

• Collaborate closely with other departments, including risk management, compliance, IT, and finance, to ensure alignment of customer service initiatives with overall business objectives and regulatory requirements

Technology and Innovation

• Stay abreast of industry trends, emerging technologies, and best practices in mortgage servicing to identify opportunities for process improvements, automation, and enhanced customer experiences

Regulatory Compliance

• Ensure compliance with all relevant federal, state, and investor guidelines, regulations, and reporting requirements related to mortgage servicing operations

Be the Culture

• Bring Renovo's values to life through your actions, choices, and commitment to a shared purpose

Ad-hoc reporting, research, and projects as directed by management.

What We Look For

• Bachelor's degree from an accredited college or university

• Minimum of 3 years of progressive leadership experience in mortgage servicing, with at least 2 years in a management role overseeing customer service teams

• Strong understanding of mortgage servicing operations, including loan boarding, payment processing, escrow administration, investor reporting, and loss mitigation

• Proven track record of building and maintaining strategic client relationships, driving client satisfaction, and achieving business growth targets

• Excellent leadership and people management skills, with the ability to inspire, motivate, and develop a diverse team of professionals

• Exceptional communication, negotiation, and interpersonal skills, with the ability to influence stakeholders at all levels of the organization

• Strategic thinker with the ability to analyze complex issues, identify opportunities for improvement, and develop innovative solutions

• Thorough knowledge of regulatory requirements and industry best practices related to mortgage servicing, including CFPB and investor guidelines

• Proficiency with the Microsoft Office Suite with an emphasis on Outlook and Excel

• Customer-centric approach that finds solutions to our customers' needs

At Renovo, we're building a team that reflects a wide range of backgrounds, perspectives, and skills because we believe diverse voices make us stronger. We're proud to be an equal opportunity employer and welcome applicants of all identities and experiences.