Client Relationship Manager (Mortgage)

In this role you will serve as a representative of the Client Relationship Team. The focus of the Client Relationship Manager will be to provide outstanding support to our clients with all aspects of our product services, including but not limited to general inquires around various services, onboarding and training, handling client complaints, collecting and analyzing data, and improving the overall customer experience. This will be done through multiple channels of communication including email and phone calls.

This is a hybrid position based out of St. Louis, MO. Employees are expected to work in the office every Wednesday and the remaining days will be remote.

What You ll Do:

• Handle inbound client communications either by telephone or electronically and responding to the inquiries and questions promptly.
• Provide individualized client needs using high-standards at a professional level.
• Take ownership of complaint and queries and proactively following through to resolution.
• Ensure all clients queries are well-investigated and resolved.
• Evaluate complex client situations, problem solve, and make sound decisions.
• Route queries when necessary to the appropriate team or supervisor.
• Oversee the onboarding and training of new accounts.
• Develop presentation material and deliver through webinar.
• Facilitate product/service trainings for new and current clients to increase product knowledge and utilization
• Collaborate with Sales team to determine any upsell opportunities for current customer book of business
• Maintain time service standards and accuracy requirements.
• Support decisions made by management and positively reinforcing them with fellow team members.
• Maintain professional working relationships with external and internal clients, colleagues, and client relationship management staff.
• Assist management with any assigned special projects and stretch assignments when required.
• Keep up with current mortgage industry compliance requirements and fraud situations
• Identify and escalate consistent or recurring client issues.
• Other duties as assigned.

What You ll Need:

• High school diploma or equivalent required.
• Exceptional communication skills (verbal and written) for client and management interactions. Experience with or willingness to learn AI tools and emerging technologies.
• Proven organizational and multitasking abilities with independent prioritization skills.
• Proficiency in Microsoft Office Suite (Word, PowerPoint and Excel).
• Strong critical thinking, active listening, and problem-solving skills.
• Professional attitude with ability to work effectively in fast-paced, team environments.

What Can Set You Apart:

• One-year experience in an account management / sales / high level customer service position.
• Previous mortgage processing or mortgage industry experience