Mortgage Client Services Analyst

The Client Services Analyst is responsible for supporting the implementation and onboarding of new customers and projects by successfully coordinating with Client Services, Sales and Production teams, and then transitioning those new customers and projects into performing continuous customers. The Client Services Analyst also acts as a subject matter expert within their service support responsibilities.

Responsibilities

• Conduct initial review of incoming contracts and act as liaison for Client Services with Legal on contract questions, needs, and      counter signatures.
• Conduct System Demo’s for potential customers.
• Conduct initial customer or project implementation, setup and onboarding.
• Conduct implementation and ongoing trainings for clients, as needed.
• Manage ongoing client accounts maintenance and calibration calls.
• Maintain and complete reporting and tracking for assigned customers.
• Manage selections for customers as required.
• Develop relationships with customers and customer’s support teams.
• Responds to client questions regarding documents, projects, and processes.
• Fulfill and respond to tactical day-to-day needs of customers within one business day and provide frontline support typically through a designated email and phone while documenting correspondence in designated CMS platform.
• Provide frontline de-escalation of client issues and manage frustrated customers in a professional manner.
• Communicate with co-workers, management, clients and others in a courteous and professional manner.
• Comply with and adhere to MetaSource policies and procedures.
• Manage monthly invoicing.
• Other duties may be assigned as determined by Management.

• High school diploma or GED; previous Mortgage customer/client support experience and Familiarity with mortgage documents.
• Ability to effectively work with customers and clients in a variety of circumstances, including de-escalation if required.
• Ability to handle different tasks and projects throughout the workday.
• Ability to read and interpret documents such as company policies; ability to write reports and client correspondence.
• Excellent communication skills across all levels of staff.
• Proficiency in Microsoft Office, with advanced knowledge of Excel and Word.

Employment is contingent upon completing and passing a background check and drug test. MetaSource is an equal opportunity employer.