Job Description:- Single Point of Contact: Serve as the primary, single point of contact and subject matter expert (SME) for day-to-day administration and escalation of complex issues for assigned clients.
- Onboarding & Implementation: Perform all necessary setup steps on internal systems to transition new clients smoothly, while driving milestones for strategic onboarding projects.
- Client Engagement & Audits: Establish and lead regular performance meeting schedules (monthly, quarterly, etc.) with all levels of client management, including department heads and executives, and lead sections of Client Advisory Council meetings.
- Relationship & Process Optimization: Deeply understand clients' internal operations to offer customized service enhancements, advocate for client best practices through Voice of the Customer (VOC) initiatives, and recommend new or expanded services to generate additional revenue.
- Cross-Functional Collaboration: Partner directly with Sales, Product, Loan Boarding, Customer Care, and Research teams to ensure swift resolution of processing issues, provide data for system conversions, and assist with billing adjustments or contract renewals.
- User Acceptance Testing (UAT): Act as the client-facing SME for technical projects, participating in demos and coordinating user testing for new or enhanced system features.
- Team Mentorship: Act as an administrative and operational resource for less-experienced team members by assisting with coaching, onboarding training, and leading team discussions on specialized industry topics.
Job Qualifications:- Typically requires a Bachelor's degree or equivalent work experience.
- At least 4 years of Mortgage Industry background, credit client space, or comparable industry experience is required.
- At least 5 years of experience in a similar client-facing or account management role.
Annual Pay Range:73,700 - 99,600 USD
Application Window:This opportunity is expected to remain posted through the date identified below, subject to business needs.
Thrive with CotalityAt Cotality, we offer more than just a job, we provide a benefits experience designed to support your whole self. From a flexible working model to competitive time off and standout health coverage with meaningful perks and growth opportunities, our package is built to help you thrive at work and in life.
Highlights, depending on role classification, include:
- Time off: Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
- Family Support: Up to 16 weeks of fully paid parental leave and a baby stipend.
- Health: Multiple medical plan options with mental health and wellness support offerings.
- Retirement: 401(k) with company match and vesting after one year.
- Financial Perks: $400 annual well-being stipend and tuition assistance up to $5,250.
- Extras: Recognition Rewards, Referral bonuses, exclusive discounts and more!
