Director, Client Support

Fiserv   •  

Alpharetta, GA

Industry: Financial Services


11 - 15 years

Posted 354 days ago

Essential Responsibilities: 

Core Objectives

  • Oversee all aspects of the management of the Support, Professional Services and Account Management staff.
  • Coordinate with PCLender resources on LOS configuration, functionality and workflow best practices to document processes that optimize workflow quality and system performance for clients.
  • Develop and enforce business processes, security, audit, regulatory compliance and procedural controls.
  • Work directly with clients, Implementation team and Sales resources to identify and contract Professional Service and or other service offerings to PCLender clients.
  • Meet third party vendor transaction fee objectives as identified within PCLender Proforma.
  • Maintain/develop strong relationships with vendors to understand new/additional services that can be exposed within our products.
  • Work with Core Vendors, customers and PCLender SME’s to design and document the most efficient and effective use/interaction of vendor services for development requirements within our products.
  • Provide reports to the senior management team that summarizes new features and revenue opportunities for vendor interfaces, upcoming required system modifications, and current bugs/deficiencies.
  • Ensure Professional Services opportunities as it applies to system configuration or new software development are properly scoped and can be delivered by PCLender.
  • Review and validate billing information for clients and accounting department.
  • Meet or exceed department revenue objectives within budget and meet or exceed financial goals.
  • Measure, track and report on service and financial performance through metric based reporting.
  • Ensure department staff document all client communication and service delivery in PCLender CRM.
  • Provide timely support for staff to rectify out-of-scope service delivery situations.
  • Maintain appropriate internal and external escalation levels with staff and clients.
  • Coaches and mentors managers, subordinates and peers as it pertains to Professional Services quality and preferred vendor utilization.
  • Routinely engages and communicates across all levels of management within client organizations.
  • Assists with ongoing operational projects including developing/maintaining process documentation, policies, and procedures as it pertains to Professional Services delivery and Account Management.
  • Performs other duties as required included complex special project delivery ownership.
  • Assist with the creation of annual budget and department objectives.
  • Supervise assigned resources to meet revenue and budgeted objectives.
  • Organizational, financial, and budgetary management of the customer experience department
  • Advising on marketing, brand recognition, and public relations in conjunction with the other management teams.

Account Management – Professional Services Sales

  • Meet professional service sales and revenue objectives as identified within PCLender Proforma.
  • Ensure PCLender meets or exceeds customer retention objectives as identified in PCLender Proforma.
  • Supervise account management resources to ensure:
  • A pro-active telephone contact schedule to develop customer relationships and solicit professional service opportunities.
  • Account management resources stay abreast and document each customer’s business needs and goals; assist in providing solutions to satisfy customer mortgage banking objectives.
  • Customers receive online and onsite demonstrations that outline PCLender service benefits. 
  • All communication with leads, accounts, opportunities and contacts are documented in PCLender CRM to facilitate immediate and long term sales goals.
  • Complete the initial Service Agreement and Professional Service Agreements (SOW’s) drafts and submit to the management team for review and approval prior to providing to the customer for execution.
  • Collaborate with PCLender management to secure prospect sales calls and close key accounts by completing all follow-up tasks including negotiations and closing revenue opportunities.
  • Work with PCLender management team and development manager to determine reasonable timeframe for any Professional Services to be provided by PCLender.
  • Assist with assessment of business requirements to engage PCLender for products and consulting services.


  • Develop and maintain procedures that support meeting the Support, Training, Professional Services, Account Management and Vendor utilization objectives as set forth by the company management.

  • Develop Professional Services Q & A documentation and save on the company intranet for PCLender associates to use as a resource to refer to.

  • Assist with maintenance of current system best practices documentation and process requirements.

Corporate Directives

  • Supervise the Support, Training, Account Management and Professional Services teams to produce and deliver services efficiently, accurately and within the client service level expectations set forth in client agreements.
  • Ensure the Professional Services and Account Management staff understand and are capable of delivering all aspects of their functional roles and responsibilities.
  • Provide superior client service and manage customer retention.
  • Contribute to product roadmap objective development and prioritization

Required Qualifications:


  • College degree or equivalent experience and education can substitute

Job Related Experience:

  • A minimum of 10 years of mortgage management industry experience with a focus on loan operations including loan processing, underwriting, closing, regulatory compliance and quality control.
  • A minimum of 10 years of establishing and managing 50 or more staff to budget, proforma and annual objectives.
  • Experienced in FNMA/FHLMC, FHA, VA and Rural Housing loan guidelines.
  • Experience identifying and documenting mortgage banking workflow, policies and procedures.
  • Experience working with correspondent investor and agency relationships for loan delivery in wet and dry funding states.
  • Experience in utilizing a paperless file process for processing, closing and investor delivery.
  • Good organizational and time management skills; ability to manage multiple tasks.  Proven ability to follow through on all assigned tasks or responsibilities.
  • Experience working with Loan Origination Software technology in a business analyst capacity a plus.
  • Start-up company experiencepreferred.

Additional Knowledge/Skills: 

  • Strong sense of urgency required with ability to multitask in a dynamic, demanding environment.
  • Strong Outlook, Word, Excel and PowerPoint skills required.  Access skills preferred.
  • Strong verbal and written interaction and communication skills with ability to deal with demanding and sometimes harsh client actions/words in a calm, professional manner.
  • Ability to write reports, business correspondence and policies and procedures. Ability to effectively communicate information, including responding to questions, to managers, team members and/or clients one-on-one or in groups.
  • Ability to project a professional image at all times.
  • Ability to plan, organize, prioritize and schedule own work.
  • Intermediate level of technical skills required to complete assignments.
  • Must be able to follow established guidelines to accomplish tasks and solve routine problems with ability to handle non-routine matters to a conclusion using professional judgment and management of self and client timelines/deliverables.
  • Has an overall understanding of the work environment and process, with a working knowledge of the organization and an intermediate level of technical skills required to complete assignments.
  • Good business and technical vocabulary required.
  • Knowledge of general mortgage process required with ability to identify root causes of service problems, and identify/implement proactive solutions.
  • Ability to work flexible hours as needed.
  • Physical Requirements:  Ability to sit and work at computer for extended periods of time.  Ability to use computer keyboard and monitor for extended periods of time.

Job ID R-10084207