Director of Client Services

Full time;
Exempt

Location;
Lake Zurich, IL, US

Hybrid Role preferred. Partially onsite in Lake Zurich, IL Headquarters

Department:

Client Services

Dovenmuehle Mortgage, Inc. (“Dovenmuehle”) is the leading mortgage subservicing firm in the United States with several hundred financial institution clients nationwide.

Dovenmuehle is looking for a forward-thinking Director to guide our team of Account Relationship Managers in building and expanding lasting partnerships with financial institution clients. In this role, you will be responsible for overseeing day-to-day team operations and ensuring our customers receive a remarkable, results-driven service. You will also establish and refine an iterative, collaborative framework that empowers the team to continuously deliver on our client-centric objectives.

The ideal candidate is a motivating leader with a strong background in relationship management, team growth, and strategic planning within a financial services setting.

Work with executive management at Dovenmuehle to provide superior service to financial institution clients, addressing inquiries, managing requests, and resolving issues in a timely manner.

• Develop metrics and implement software for Account Relationship Managers to provide superior service to financial institution clients, addressing inquiries, managing requests, and resolving issues in a timely manner.
• Develop and implement strategies for team performance, ensuring consistent high-quality customer service and achievement of relationship management goals.
• Monitor team performance metrics, set individual and team goals, and provide regular feedback to foster a high-performing and engaged team.
• Adoption and use of digital based technologies is critical to the scaling, impact and cost effectiveness of the business.
• Lead business planning for respective client verticals aligned with the company's overall strategic direction.
• Manage/oversee the operational aspects of the portfolio delivering satisfaction, quality assurance, and performance metrics for client accounts.
• Partner with Product Management to ensure that our product is understood and positioned well by the Client Managers.
• Function as the escalation point for complex client issues or disputes, offering guidance and solutions to ensure customer satisfaction.
• Aggregate and prioritize customer data and feedback to identify trends, opportunities for service improvements, and potential risks to relationships.
• Create and deliver presentation materials to show team performance, measured improvement, and client satisfaction metrics to senior management and other stakeholders.
• Train, mentor, and develop Account Relationship Managers to enhance their skills and support their professional growth.
• Prepare regular reports on team performance, client satisfaction, and business growth, presenting them to senior management as required.
• Keep abreast of industry trends, best practices, and regulatory changes to maintain compliance and competitive advantage in the financial services space.
• Leverage CRM systems to manage and track client interactions, ensuring effective relationship management and follow-up.
• Drive continuous improvement by working actively with cross-functional teams to innovate and find ways for the Managers to increase productivity.

• Successfully complete annual regulatory compliance training.
• Performs other related duties as assigned.

• Minimum 10 years in leadership roles at a high performing finance/consulting/software company or equivalent, focused on technology enabled transformations in the Professional/Customer Services sector.
• Demonstrated success leading and growing a team of individual contributors.
• Excellent verbal and written communication skills, including the ability to chair sessions and host webinars.
• Including digital transformation design, implementation, and management.
• Strong executive relationships with C-Level executive leaders.
• Preferred:
  Demonstrated success in integrating with other internal account functions and external partners.
• Successful history of managing high performing teams, meeting, or exceeding…