Client Success Manager

　　About the OrganizationSince 1986 LERETA's nationwide team of real estate tax and flood professionals has provided the mortgage and insurance industries the fastest, most accurate and complete access to property tax and flood information across the nation. LERETA is an industry leader with an enormous focus on technology, innovation, and commitment to service excellence.

　　Open Date12/29/2023

　　PositionClient Success Manager

　　Full-Time/Part-TimeFull-Time

　　Exempt/Non-ExemptExempt

　　CategoryTax&Flood

　　LocationRemote

　　Req NumberTAX-23-00151

　　Description

　　The Client Success Manager is the client advocate at LERETA in support of establishing and maintaining high-quality relationships between LERETA and its clients. The role ensures customer needs are fulfilled accurately and facilitates customer’s understanding of LERETA's services and capabilities.

　　Customer Service / Client Retention

　　Focuses on client retention by working with LERETA’s Operations Team to ensure extraordinary service is provided to the client

　　Provides timely response to written and oral customer questions and issues

　　Establishes at a minimum, monthly tracked personal contact with assigned customer base

　　Arranges and hosts recurring conference call meetings with client and internal business units

　　Identifies and assesses customer issues and needs

　　Escalates customer issues to upper management when necessary

　　Tracks and oversees all client issues ensuring delivered services meet client needs and expectations

　　Maintains a thorough understanding of LERETA's most current services / capabilities and ensures that the client is presented with any new enhancements available to them

　　Ensures that clients receive the maximum benefits according to their needs, expectations, and Service Level Agreements (SLA’s)

　　Manage Clients with Large Portfolios and Outsourced Clients

　　Maintains knowledge of client’s servicing systems

　　Maintains knowledge of client’s business rules, processes, and procedures

　　Builds and maintains relationships with client senior management

　　Financial Duties

　　Monitors and ensures timely receipt / collection of monies on a monthly basis

　　Monitors, reviews, and reports on deviations from budgeted loan volume and monthly income for every client

　　Identify and assess customer's needs

　　Documents standard operating procedures and coordinates duties with appropriate internal teams in accordance with established operational and technical parameters

　　Identifies, documents, and recommends effective solutions to market needs, coordinating with Sales, IT, and Operations

　　LERETA / Client Relationship

　　Represents LERETA to the lending community in a professional manner

　　Cultivates relationships for the purposes of furthering the company's business development objectives

　　Identifies opportunities for enhancement of its services

　　Creates and delivers effective written and oral presentations on behalf of LERETA at meetings and conferences

　　Maintains knowledge of current and emerging legislation, technologies, issues and approaches in the mortgage servicing industry through membership in trade associations, interaction with industry peers and by attending property tax assessor/collector association conferences

　　Maintains a thorough understanding of LERETA’s most current services / site capabilities and ensures that supporting staff is also aware and communicating the capabilities to the client

　　This position will perform other duties as assigned based on the needs of the department.

　　Ability to demonstrate a commitment to providing extraordinary service when assisting clients

　　Ability to anticipate and respond to customer needs

　　Proficiency in fostering relationships with clients and the ability to gain their confidence and respect.

　　Ability to present a professional / positive image on behalf of LERETA to the lending community

　　Ability to effectively communicate verbally, in writing, via telephone and in person

　　Ability to respond with urgency to team and management needs or requests

　　Ability to work independently and as part of a team to address and resolve all issues.

　　Ability to work in a fast-paced environment and prioritize workloads between various clients and duties

　　Ability to work hours based on business needs

　　Must be highly-organized and detail-oriented when performing all duties

　　Travel is required to visit clients (as needed)

　　SALARY RANGE: $60,835 - $ 81,113

　　Position Requirements

　　High School Diploma or equivalent

　　Proficiency in Microsoft® Office Outlook, Excel and Word

　　Ability to type 35+ wpm

　　Four years of tax service operations and systems or related experience

　　Experience working with tax service operations and systems

　　Strong computer skills with ability to quickly learn and utilize operating systems, software, browsers, databases and other technologies

　　EOE StatementWe are an Equal Employment/ Affirmative Action Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

　　This position is currently accepting applications.