Investor Services Manager - Downey, United States - AmeriNat

Description

The Investor Services Manager organizes, plans, and directs the Investor Services department. The Investor Services Manager is responsible for contributing to and overseeing overall client satisfaction and engagement. This includes meeting with new and existing clients with appropriate frequency to maintain an ongoing working relationship.

The successful Investor Services Manager will be able to think out of the box and engage clients in discussions that will clearly define needs and objectives.

Although not technical experts, they will be familiar with the servicing deliverables from the supporting operational areas of the organization.

The Investor Services Department is the "face of AmeriNat", and thus must be highly professional, engaging, outgoing, capable, and efficient.

Exceptional organizational and follow-through skills are critical.
Requirements

Essential Duties and Responsibilities:

Take ownership of the investor relationships and embody the highest level of service when corresponding with the clients, setting this example for department staff and operations support.

Manage Client Care Plan through ongoing review of program guidelines and service deliverables, keeping abreast of changes in client organizations, and communicating with operating departments about changes, corrections, or other items concerning the client.

The Investor Services Department is the owner of client questions and issues.

They will coordinate with other departments to research and address related servicing issues and respond to the client timely; they will troubleshoot and resolve client concerns / inquiries in a professional and effective fashion.

Own the "program guidelines", defining specifics of service deliverables; keep program guidelines relevant, modern, and appropriate for AmeriNat's image and objectives.

Supervise staff performance standards to achieve departmental and company goals.
Oversee and perform Investor Portal training for existing and prospective clients. Primarily via a virtual meeting but may also require in-person training.

Monitor service agreements and procedures to ensure exceptional service delivery, client satisfaction and thus supporting the ongoing growth of AmeriNat.

Assist with timely and professional onboarding of client portfolios.

This will include the review and interpretation of loan documents for appropriate set up in the servicing system and will include multiple meetings with client staff as the boarding timeline progresses.

Coordinate with new loan setups, and new loan audits conducted for portfolio transfers.
Oversee process of responding timely to client audit confirmations.
Facilitate inter-departmental efforts addressing client related matters.
Develop and maintain department procedures.
Oversee loan outbound transfers, including portfolio transfers to other servicers.
Collaborate inter-departmentally to achieve seamless service delivery of services across the organization.
Assist in portfolio account audits and other special projects.
Other duties as assigned.

Supervisory Requirements:
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing and training employees; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems.

Creates an atmosphere within the organization that attains and maintains a high level of morale and embraces our Vision-Mission-Values and our Goals and Objectives "VMVGO".

Manages the department's staff including contributions toward appropriate employee evaluations that identify employee strengths and weaknesses; assures training and coaching to improve staff professional skills; and provide customer service on an internal and external basis.

Direct and coach staff as needed.

Proposes and then assists in implementing the annual department goals, and employee goals; periodically measures actual departmental/employee performance to the goals.

Assesses the developmental needs and career paths of staff and make recommendations for their advancement as appropriate.

Additional Expectations:
Provide a professional example, accuracy, and consistency in work performance.
Respect teammates.
Participates and is an active team member by assisting others.
Communicates in a courteous manner.
Have a solution rather than a complaint to resolve issues promptly.
Keep management informed of pertinent information.
Communicate openly and often.
Maintains the quality and integrity of the services provided by the department.
Supports the overall goals of the Company and that services are delivered professionally and efficiently.

Create an atmosphere within the organization that attains and maintains a high level of morale and embraces our Vision-Mission-Values and our Goals and Objectives "VMVGO".

Embrace change without resistance and adapt quickly, however do provide constructive feedback when necessary.

Independent Judgment:

This position requires a high level of independent judgement of matters of significance such as boarding new loan portfolios, service transfers, client satisfaction, staff development, and regulatory requirements.

Requirements & Qualifications:

Bachelor's degree in business, finance, or related degree program or ten plus years mortgage servicing experience and/or training; or equivalent combination of education and experience.

Five years of leadership experience, managing 5+ direct reports in a rapidly expanding, fast-paced, client-centric, results driven environment.
Proven leadership ability to coach and motivate others and to diffuse difficult situations.
Excellent communication skills.

Proficiently and effectively present written information and respond to questions from groups of managers, clients, customers, and the general public.

Strong aptitude for analyzing financial and/or mathematical situations, e.g., loan terms, loan histories, payment applications, interest calculations, etc.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations.
Must work well under pressure and be able to meet strict deadlines.
Excellent follow-up, problem solving, written and verbal skills required.
Advanced knowledge of Microsoft Excel and Word is required.
Practical experience working with ICE's (formerly BlackKnight) MSP platform is a plus.
Ability to travel up to 25%.
Physical Requirements
Talking - Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
Hearing - Able to hear average or normal conversations and receive ordinary information.
Repetitive Motion - Movements frequently and regularly required using the wrists, hands, and/or fingers.
Vision - Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.
Physical Strength - Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.

This 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; vacation, sick 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.

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