Client Relations Specialist

·       Manage day-to-day client communications via email, phone, and virtual meetings as needed.

·       Facilitate and track loan-level inquiries and servicing-related requests from clients.

·       Coordinate document requests, including servicing records, loan documentation, and reporting materials.

·       Work cross-functionally with internal departments (servicing operations, compliance, investor reporting, etc.) to obtain and provide loan level requests back out to clients for their review and response.

·       Monitor and manage request pipelines to ensure service level expectations are met.

·       Maintain accurate records of client communications, requests, and resolutions.

·       Proactively identify potential client concerns and work toward timely resolution.

·       Support additional client relations initiatives and team projects as needed.

·       Contribute to process improvements that enhance client service and operational efficiency.

·       5+ years of experience in mortgage servicing or related mortgage operations roles.

·       Strong understanding of mortgage servicing processes, loan servicing data, and documentation.

·       Proven experience working directly with clients in a professional service or account support role.

·       Excellent written and verbal communication skills.

·       Strong organizational skills with the ability to manage multiple client requests simultaneously.

·       High attention to detail and strong problem-solving abilities.

·       Ability to collaborate across departments and escalate issues appropriately.

·       Prior experience in client relations, account management, or servicing support roles within the mortgage industry.

·       Familiarity with servicing platforms (e.g., MSP or similar systems).

·       Experience coordinating document fulfillment or loan-level data requests.