Client Relationship Manager

Job Description:
The

Client Relationship Manager

will report to the Director of Client Relationship Management and is responsible for

working directly with designated Goal Solutions clients as the primary contact to manage the relationship, coordinate periodic meetings with each client including relevant internal subject matter experts, handle escalated items,

identify new growth opportunities

, and ensure client satisfaction.

The Client Relationship Manager will have an in-depth understanding of the services divisions amongst the Goal company working cross-functionally interacting with operations leaders, program management and other departments, to respond quickly to and resolve client issues and concerns. This role will also be key in providing feedback to senior management to improve the overall client relationship and success of both organizations.

Responsibilities:
Client Support

Primary contact for the client, answering questions, providing assistance, aligning resources and proactively communicating
Provide problem resolution, taking the lead in identifying issues and finding mutually agreeable resolution for both the client and Goal
Track and manage client requests communicating expectations regarding various requests, priorities, timeline and any associated costs
Liaison and advocate between client and operations to ensure mutual understanding of needs and enhancements
Regularly communicate key enhancements, system changes, downtime, etc. to clients
Manage special projects that involve client communication, decisions and execution
Lead regularly scheduled client meetings, engaging appropriate internal stakeholders, managing agenda, notes and assignment of action items
Ensure program documentation is current for supported clients
Maintain a working knowledge of key clients active programs and key contract provisions
Other duties as assigned
Program Performance

Coordinate Business Reviews with clients and key internal business units
Facilitate client requests for changes or enhancements to existing programs and or services. Follow established business requirements gathering process, internal evaluation, client sign off and prioritization
Support system and evaluate actions needs based on ongoing client feedback
Identify opportunities for improvement and efficiency with client support and work closely with internal stakeholders to implement enhancements
Other duties as assigned

Business Growth

Identify growth opportunities for clients who can benefit from a broad range of Goal Solutions services. Collaborate with Business Development to execute on new opportunities
Coordinate with internal teams to implement new client programs and features that help grow the business and improve portfolio performance
Firm understanding of operations and systems utilized within Goal, able to converse about and answer detailed questions from clients
Conduct live system demo’s and client portal training for existing clients showing various system features and functionality
Other duties as assigned

Education & Other Minimum Requirements

Bachelor’s degree in a relevant field of study
5+ years of relevant experience in client relationship management role
5+ years management/leadership experience in a loan servicing, collections, consumer operations or finance industry
Ability to interact comfortably on the phone and in person at the executive level
Exceptional written, verbal, and interpersonal communications skills
Proficient with Excel, Word, and PowerPoint
Solid grasp on data analysis and performance metrics
Organized individual who excels at problem solving and multi-tasking
Energetic self-starter with a track record of determination and willingness to go the extra mile
Adaptable and willing to learn new things with a keen eye for detail
Team player mentality with excellent collaboration skills
Occasional travel to our San Diego, CA office as well as travel to key clients

Competitive pay with bonus, and a comprehensive benefits package that includes, but not limited to:

401(k) + company match up to 4%
Medical, dental, and vision coverage
Annual HSA contribution of $1,600
Life insurance, disability, and critical illness
Birthday holiday
2 floating Community Days
Free snacks and drinks in the office
Tuition reimbursement program
Generous PTO, including Paid Parental Leave
$2,000 Vacation Incentive Plan after 3 years + $1,000 Sabbatical Day
Community funds, wellness funds, and more
Learn more about our benefits by viewing our

2024 Employee Benefits Brochure

.
Goal Solutions

, LLC (“Goal” or the “Company”) is an innovative consumer loan servicing and asset management company providing comprehensive and customizable solutions driven by technology, analytics, and industry expertise.

Directly or through its subsidiaries, GSS Data Services,

Launch Servicing

(“Launch”)

and

Turnstile Capital Management

(“TCM”), Goal provides primary servicing, asset management, collections management, direct collections, administration, and treasury services. Key markets we serve include residential solar, home improvement, student finance, and a growing number of personal loan providers. Currently Goal serves a variety of clients including hedge funds, traditional banks, ABS structures, insurance companies, investment banks, and colleges and universities with over $30B in assets under management.

Goal will continue to grow the business both organically and through acquisitions. Senior Goal leadership has been working together for over fifteen years and we pride ourselves and our work on our mission, values, culture, and service to our community. Our company is headquartered in San Diego, CA and has been

named “

Best Places to Work

” by the San Diego Business Journal since 2015.
The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

Equal Employment Opportunity
It is the policy of the Company to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

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