• Establish and facilitate weekly/monthly/quarterly calls to review current volume, anticipated volume increases, service levels, process changes, new or on-going service issues and service successes.

• Request items for discussion and deliver documented agenda a day prior to scheduled call

• Maintain documentation that outlines the client’s organization, interaction history and customized process changes; modifications, enhancements and/or deletions.

• Travel to client locations for onsite client visits monthly. Accompany sales and operations as needed.

• Meet with client associates for a firsthand look at their daily operation and document any variances in process. Review those differences with Operations and Sales; updating the written Workflow accordingly.

• Identify potential needs or process improvements that might enhance the client experience and improve overall performance.

• Identifies and schedules reports that track all aspects of client business​

• Create an Action Plan and document recurring or unresolved service issues as reported by clients. Review internally with operations, update plan and customers accordingly. Responsible to follow up on late and/or incomplete items

• Document any written or verbal concerns shared by a client in Salesforce and notify appropriate teams. Provide updates as requested by the client. (frequency may vary)

• Meet with the Client, Sales and Operations as a catalyst to understand the needs and expectations for any new business.

• Partner with Operations to conduct system and workflow testing and provide sign off of the Set Up along with the Sr. Operations Manager

• Monitor reports to ensure all processes and workflows are accurate.

• Partner with Marketing/Training team to create or update training material for new client or new system, product or process and coordinate, schedule and facilitate training as needed for client and/or Operations team.

• Schedule client specific reports and system notifications as needed. Review with the client to ensure they understand the information being provided. Modifications and frequency of data will be made as deemed necessary by the client.

• Prepare a weekly summary of prominent issues, including root cause and resolution. The summary will also include items that are still pending resolution with an ETA for completion.

• Work with IT and Operations to identify potential technology improvements. Assist with the review and testing of system enhancements to determine if the desired functionality is present

• Special projects

• Estimated travel requirement of 30%

Knowledge and Skills/Technology Used

• Must possess thorough knowledge of company’s business unit being represented.

• Excellent written and verbal communication skills required.

• Demonstrated ability to effectively manage priorities as well as effective time management.

• Strong knowledge of MS Office applications and title/escrow related software to create/update documents and spreadsheets containing formulas and formatting.

• Knowledge of required tools to query and manipulate data in varying file formats.

• Ability to speak effectively before groups of Clients or employees of organization

• Strong attention to detail

• Strong Client service skills

• Tenacity for solving detailed issues

• Self-disciplined

• Good judgment

• In-depth understanding of company requirements

Typical Education

• High School Diploma required

• Bachelor's Degree preferred

Typical Range of Experience

• Typically requires 5+ years of related industry experience with a minimum of 1 year in a Client Relations Manager role.