Find & Apply For Customer Service Manager Jobs in Palatine, Illinois

About AmeriNat AmeriNat is a nationally recognized provider of loan servicing, asset management, compliance monitoring, and related administrative services supporting affordable housing, economic development, and community investment programs. For over 50 years, AmeriNat has partnered with state and local governments, nonprofit organizations, financial institutions, and private investors to administer complex portfolios throughout the United States. Today, AmeriNat services approximately $13 billion in loans and supports more than 300 clients nationwide through a team of more than 100 professionals dedicated to delivering exceptional service, operational excellence, and innovative solutions. AmeriNat's client-centric culture, commitment extensively to affordable housing and economic development, and reputation for exceptionally good servicing make it a unique and rewarding place to build a career. Primary Position Objective The Investor Services Specialist serves as a primary day-to-day liaison between AmeriNat and assigned servicing clients, supporting client relationships, portfolio onboarding activities, servicing transfers, reporting support, investor communications, and client service initiatives. This position works closely with clients and internal departments to facilitate effective communication, support operational excellence, and deliver an exceptional client experience. Major Duties and Responsibilities Serve as a primary point of contact for assigned clients regarding servicing activities, portfolio administration, reporting, and operational inquiries. Develop and maintain strong client relationships through proactive communication, responsiveness, and professional service delivery. Respond to client inquiries via phone, email, virtual meetings, and other communication channels. Coordinate portfolio onboarding activities, loan boarding projects, servicing transfers, and service release activities. Support implementation of new client portfolios and coordinate activities with internal departments. Provide client training related to servicing portals, reports, system functionality, and available service offerings. Maintain client-specific program guidelines and servicing requirements. Coordinate audit confirmations, portfolio reviews, client requests, and related servicing activities. Prepare payment history reconstructions, servicing research, and account analyses. Facilitate communication between clients and internal departments to support issue resolution and service delivery. Support service-level monitoring, reporting activities, quality initiatives, and process improvements. Utilize servicing systems, workflow tools, reporting applications, and technology solutions to manage responsibilities efficiently. Perform other duties and special projects as assigned. Additional Expectations Deliver exceptional customer service that reflects AmeriNat's commitment to maintaining industry-leading client satisfaction. Support AmeriNat's client-centric culture through responsiveness, professionalism, accuracy, transparency, and accountability. Develop trusted relationships with clients through reliability and service excellence. Represent AmeriNat professionally in client interactions, meetings, training sessions, and communications. Participate as an active team member and support department objectives. Communicate effectively and professionally in verbal and written interactions. Adapt effectively to changing priorities, technologies, and business needs. Share constructive feedback and ideas that support continuous improvement. Supervisory Requirements None. Independent Judgment Exercise sound judgment when responding to client inquiries, coordinating onboarding activities, resolving operational issues, and managing client requests while applying established procedures and escalating unusual situations appropriately. Requirements & Qualifications Minimum of 12 months of mortgage servicing, client services, investor relations, portfolio administration, project coordination, banking operations, customer service, or related experience. Two or more years of mortgage servicing, client services, investor relations, or portfolio administration experience preferred. High school diploma or equivalent required; associate degree or higher education preferred. Black Knight MSP experience preferred. Strong customer service, relationship management, and interpersonal communication skills. Strong organizational skills and ability to manage multiple projects, priorities, and deadlines. Strong written and verbal communication skills, including presentation and training abilities. Working knowledge of Microsoft Outlook, Word, Excel, and PowerPoint. Project coordination or project management experience preferred. Bilingual English/Spanish considered a plus. Physical Requirements Sedentary office environment with frequent computer use, communication, repetitive hand motions, and occasional lifting of up to 10 pounds. T his description has been designed to indicate the general nature and level of work performed by an employee in this position. The actual duties, responsibilities and qualifications may vary in the future based on new or revised work assigned to this position. AmeriNat offers a competitive benefits package including 401k; performance incentives; paid medical, life and long-term disability; dental; PTO and holiday pay as well as opportunities for advancement. Dress code is business casual (jeans allowed) and occasional business attire required. AmeriNat will consider qualified applicants in a manner consistent with local "Fair Chance" ordinances. AmeriNat is an Equal Opportunity Employer.