Client Analyst ll

General Description :

Reviews, analyzes, and responds to all Client and Account Relationship Manager email inquiries, client tasks, and calls. Reports to Supervisor.

Responsibilities - Include, but are not limited to :

Analyze, research, and resolve client / customer issues as received from account managers via emails and telephone calls;

provide timely and accurate responses to clients / customers as appropriate and in compliance with regulatory guidelines.

Research open items and resolve issues, navigating the issue through the appropriate departments and response teams.

Document the servicing system by using the tasking application and following organizational guidelines for system documentation.

Provide written confirmation and documentation of completed research and outcomes.

Identify root cause of client and borrower issues and alert appropriate level of management.

Train and mentor new team members.

Actively participate in identifying process improvement opportunities within the department.

Proactively alert management when established KPI minimums are not being met.

Comply with Code of Conduct and regulatory training requirements.

Successfully complete annual regulatory compliance training.

Complete quarterly training through Corporate Training department.

Additional duties as assigned.

Required Qualifications :

High school diploma or equivalent

1+ years Mortgage Banking or related industry experience, particularly in a customer service or research capacity

Proficient skills in typing, spelling, grammar, sentence structure, and prooing

Solid PC skills : Proficient with Microsoft applications and loan servicing platforms

Strong analytical and problem-solving skills and attention to detail / accuracy

Ability to handle multiple tasks simultaneously in a fast-paced, high-volume environment

Effective verbal and written communication skills with demonstrated ability to interact in a positive and professional manner at all times with all levels of both internal and external audiences, including the ability to explain complex issues and resolutions clearly and concisely

Outstanding customer service skills, including conflict resolution management

Preferred Qualifications

College degree or mortgage industry experience equivalent

Knowledge of mortgage servicing laws and regulations

Physical Demands and Work Environment :

The employee is regularly required to communicate (give / receive information) through multiple methods of communication.

The employee is frequently required to stand or walk (or otherwise move through the organization); sit; use hands to type, write, handle or feel and reach with hands and arms.

The employee may occasionally climb or balance; stoop, kneel, or crouch; or lift and / or move up to 25 lbs. The noise level is usually moderate and typical of an office environment.

The employee may be required to use a variety of standard office equipment, including computer keyboards and monitors, phones, printers, etc.

In accordance with applicable disability laws, Dovenmuehle works with applicants and employees to make reasonable accommodations to the job or work environment when doing so will enable a qualified individual with a disability to satisfactorily perform the essential functions of the job.