Associate Client Services Relations Manager

The Associate Client Services Relations Manager assists with managing the interaction between our Clients and Operations by planning, organizing, or coordinating client-related initiatives and acting as a liaison for the client and internal partners on operational requirements, questions, and issues. This role is responsible for providing operational support for intake, implementations, and ad hoc requests. The Associate Client Services Relations Manager must be able to recognize and assist in driving business change needs of our clients; developing, capturing, and documenting requirements; and then supporting the communication and delivery of those requirements with relevant operational teams on small scale projects.

Primary Job Accountabilities/Responsibilities

Client Services Management 50%

Procedure Changes & Reviews 40%

Project Management 10%

Note, these are estimations of time spent on each core area and may vary due to complexity of client initiatives

Client Services Management:

• Serve as a contact for Clients from an operations perspective by fielding questions or concerns regarding operational standards and coordinating responses with more senior analysts or Operations to ensure effective services are in place and satisfaction is being delivered.

• Ensure meetings are held as prescribed and include key stakeholders to effectively execute on objectives.

• Facilitate and document plans for takeaways from Operational/Client meetings.

• Partner with Account Executive team and Client Services Director to effectively manage Client relationships across the organization.

• Represents the interests of Assurant for assigned Clients from an operations perspective by leveraging recommended practices.

• Monitor quality and SLA adherence by reviewing post implementation performance results to ensure integrity and adherence to client standards by analyzing and providing overall support to internal and external stakeholders.

• Participate in SLA and Scorecard monitoring with Operations to ensure client expectations/contractual obligations are met.

• Coordinate and gather information from Operations to answer questions from Client, Account Management or other stakeholders regarding processes, procedures, and corrective action plans (if applicable).

• Coordinate and prepare for the Client’s vendor management team to facilitate onsite visits/audits by setting agenda and gathering materials as necessary.

• Maintain organizational charts and contact lists for clients as needed.

• Maintain various reports leveraged to compile information i.e., service release/acquisition volumes.

Procedure Changes and Reviews:

• Gather requirements for implementation of new or changed processes and reports for existing clients.

• Communicate business and/or system requirements and how they impact client processes for new and changed services.

• Coordinate deliverables needed for new or changed services i.e., data mapping, letters, tasks, system requirements.

• Coordinate changes to procedures that are necessitated from Client questions/concerns as a result of departmental process reviews to ensure alignment between Client expectations and Operational delivery.

• Monitor service requests and procedure changes submitted through Intake and Governance.

• Partner with key stakeholders on identified regulatory changes that has an impact on the business to ensure processes in place meet regulatory compliance standards.

Project Management:

• May schedule and lead all calls regarding activity.

• Maintain or provide updates to task plans.

• Coordinate activities with Operations to ensure project remains on schedule and in accordance with project plan.

Qualifications

• Minimum of 2-4 years of experience in a mortgage loan servicing business or at a financial institution required.

• Minimum of 2-4 years of experience managing projects including the ability to prioritize work and meeting deadlines for multiple projects required.

• BA/BS in a related field, such as Business Administration, Management, or similar preferred.

• Proven facilitation, organizational, prioritization, decision-making and conflict resolution skills; ability to track and control activities in a fast-paced environment while managing multiple projects and tasks required.

• Working knowledge of Microsoft tools – Word, PowerPoint, Excel, Office, Visio required.

• Ability to travel - <10% in the future

• Ability to manage multiple tasks concurrently.

• Organization and planning skills.

• Collaborate through cross functional teams to deliver results.

• Strong influence and relationship building skills.

• Excellent verbal and written communication skills.

• Results oriented and detail focused.

• High level of integrity and customer focus.

Company Overview and Benefits

Assurant is a global provider of lifestyle and housing solutions that help leading brands grow revenue, manage risk and deliver a great experience for their customers. We protect, connect, and support over 300 million consumers worldwide, helping people get more value from their connected devices, vehicles, and homes. Assurant is a proud member of the Fortune 300, with decades of experience in the industries we serve.

For more information, please visit https://www.assurant.com/

Assurant is committed to providing a competitive rewards package which goes beyond the value of your paycheck. We offer an array of market-competitive benefits and resources to support your physical, emotional, financial, and social wellbeing goals. These include programs to help you invest in your financial future such as savings programs, as well as competitive health and wellbeing benefits to support you and your family.

Health Coverage Starting Day One: We offer competitive health and wellbeing benefits to support you and your family. You can choose from a range of health and dental plan options, as well as health plan accounts.

Disability and Life Insurance: We provide short- and long-term disability insurance, life and accidental death and dismemberment insurance.

Retirement: Assurant offers retirement savings plans globally. U.S. based employees are offered a 401(k) plan in which Assurant matches 100% of every dollar contributed, up to 6 percent of eligible pay.

Employee Stock Purchase Plan: Assurant’s Employee Stock Purchase Plan (ESPP) allows employees to purchase shares of Assurant, Inc. stock at a 10 percent discount with funds contributed through after-tax payroll deductions.

Career Development: Assurant offers a variety of internal courses, workshops, special projects, coaching and mentoring programs. Tuition reimbursement and other professional enrichment opportunities are also available to encourage continuous learning.

Work-Life Balance: We strive to provide a work environment that encourages work/life balance. Options depend on job responsibilities and may include flexible work schedules, telework, paid time off and part-time employment.

Equal Opportunity Statement

Assurant is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or any other category protected by federal, state or local law.