Client Liaison Sr. Position Available In Mercer, New Jersey

Client Liaison Sr.
Job Category
Mortgage Servicing/Operations
Employment Duration
Regular (Full-Time)
Job Location(s)
Ewing, NJ
Client Liaison Sr.
Cenlar is the nation’s leading mortgage loan subservicer. Our unique culture is defined by our core values of respect, trust, integrity and care. A promote-from-within philosophy, and opportunities for continuous professional growth make Cenlar a great place to launch or boost your career.
The Client Liaison is responsible for the successful handling of the clients portfolio for all Customer Interaction areas (includes Call Center, Tax & Insurance, Special Products, Transfer Operations, Exceptions Processing, and Service Excellence). This role expedites the handling of issues/complaints and assisting with reviewing reports and operational issues to ensure Cenlar is delivering the highest level of service required to meet the client’s needs. The Liaison must also analyze and understand the client and their business, as it relates to client implementations and everyday client needs. The Client Liaison develops and utilizes various tools and reporting to identify deficiencies or potential issues and proactively works with the clients to remediate. The Client Liaison works closely with Client Management on addressing issues that are keeping us from achieving a path to Green and overall Client satisfaction.

Responsibilities:

Acts as the primary contact and liaison between designated Cenlar clients, primarily the largest and more complex clients
Maintains client database and monitors client specific requirements to ensure we are meeting the Client’s needs, including SLAs, SOWs, KRI/KPIs
Identifies opportunities for relationship enhancement by understanding the Client’s business plan/needs, product mix, and changing industry environment
Works within database for monitoring and reporting to senior management on missed opportunities
Provides statistics, trends, performance, and turnaround times to management
Analyzes and understands client’s culture and their business, including their product line, future product development, and other internal/external servicing relationships
Creates change management protocol and tracking for all Client specific process changes, and maintains tracking of client action items, escalated issues, and requests
Maintains full knowledge of and involvement in all facets of client relationships with company, including implementations and every day needs
Performs analytics on various reports to identify issues and proactively works with Clients on remediation
Conducts and facilitates client visits/meetings to ensure client needs/expectations are being met, and ensures timely resolution of follow-up items
Prepares and facilitates the processing of Statements of Work (SOWs) for client initiatives with operational areas, Relationship Manager, and pricing department
Facilitates client requests for reporting (LPS and/or ad-hoc); understands the purpose of report and output expected, test output, and ensures appropriate client billing
Provides ongoing support for portfolio conversions and deconversions
Updates work management system with task lists, agendas, and meeting minutes
Assists in training new employees
Other duties and projects as assigned
Appropriately assess risk when business decisions are made, include but not limited to compliance and operational risk. Demonstrate consideration for Cenlar’s reputation as well as our clients, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Qualifications:

High school diploma or GED required; Bachelor’s degree preferred
Advanced degree or mortgage servicing certification a plus
5+ years of mortgage servicing experience
Knowledge of servicing processes, secondary marketing, investor relationships, and mortgage originations preferred
Project management and presentation skills
Advanced proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, Outlook and Access
Advanced written and verbal communication and excellent interpersonal skills
Ability to effectively and professionally interact with all levels of management both at Cenlar and with our Client
Must possess demonstrated presentation skills and the ability to facilitate meetings with large groups
Team player capable of working independently and managing several projects simultaneously in a fast paced, changing environment
Detail oriented with excellent organizational skills and ability to multi-task
Must be able to maintain knowledge of clients business plan as it relates to originations, acquisitions, and servicing sale/retention
Must maintain working relationships with the various Servicing Departments, Conversions, Deconversions, New Loans and MIS

Total Rewards:

At Cenlar, you’ll receive an outstanding benefits package that includes paid medical, dental, and life insurance, 401(k), and tuition assistance as well as opportunities for training and professional advancement.
Cenlar is a drug-free workplace and an equal employment opportunity/affirmative action employer

M/F/D/V/SO.

Pay Range Details
$64,066.00 – $99,943.00 Annually
The actual compensation offered will depend on factors including but not limited to the candidate’s experience, qualifications, skills, and location. This range represents the reasonable minimum and maximum salary the company expects to pay for this position.