Analyst, Client Relationship, Senior

Carrington; Montpelier (VT); On-site; USD 90,000 - 100,000; Full time

Benefits offered by this job

Health insurance

401(k) match

Employee discounts

Training programs

Referral bonuses

Educational reimbursement

Job summary

Carrington Mortgage Services is seeking a Senior Client Relationship Analyst to manage counterparty relationships, document servicing requirements, and drive results across mortgage servicing operations. You will present to senior leadership, support transfer activities, and assist in process improvements.

The role requires strong mortgage servicing knowledge, exceptional communication, and the ability to work remotely with minimal supervision. Occasional travel may be needed.

Qualifications

• Solid understanding of mortgage servicing and operations.

Responsibilities

• Independently manage counterparty relationships with limited supervision.
• Develop investor presentations and track deliverables.
• Capture client servicing requirements and ensure compliance with agreements.
• Perform loan data analysis and communicate results to stakeholders.
• Assist with change management and process improvements.
• Coordinate with internal departments on client instructions and process changes.
• Ensure documentation is up-to-date and accurate.
• Escalate risk issues to management and maintain data integrity.

Skills

Mortgage servicing

MS Office

Verbal communication

Written communication

Independent work

Education

Bachelor’s degree in business/finance/economics/mathematics

Tools

MortgageServ/LoanServ

Excel

PowerPoint

Job description

Come join our amazing team and work remote from home!

The Client Relationship Analyst, Senior is responsible for working with all levels of management (including senior executive levels) and non-management staff in an effort to maintain, support, and drive results with respect to mortgage servicing counterparty relationships. Take ownership of assigned critical counterparty relationship(s). Also responsible for capturing and documenting client/investor servicing requirements, creating investor presentations, performing ad hoc analysis, and assisting in loan servicing transfers, change management, process improvement, and client relations activities. Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates. The approved target pay range for this position is $90,000 to $100,000.

WHAT YOU’LL DO:

• Independently manage counterparty relationship(s) with limited reliance on management.

• Willingly accept and implement direction and strive to exceed departmental standards and operational goals.

• Maintain day-to-day operational relationships with external senior executives and internal partners.

• Maintains and track open deliverables within the department system of record.

• Provide frequent and periodic relationship briefings and status updates to senior management.

• Develop and facilitate investor presentations with internal and external senior management teams and follow up on any outstanding deliverables.

• Learn all aspects of the business process, key performance drivers, and operational report metrics for all counterparty relationships and ensure compliance.

• Gain expert knowledge of the operational systems and utilization within the business process.

• Gather and document client/investor servicing requirements and ensure compliance.

• Participate in the initial diligence process; analyze loan portfolio data, identify delinquency rates and other key portfolio metrics.

• Ensure required documents, approvals, and instructions are in place for relationship servicing.

• Consult with internal/external clients on industry or organizational changes affecting the delivery of services.

• Coordinate the quality control process between investors and internal business units to ensure alignment between investor loan servicing guidelines and CMS servicing operations.

• Perform loan data analysis to validate and communicate test results to client/investor or internal business unit.

• Analyze investor, prospective business plans, and service requirements to ensure compliance with contractual requirements.

• Ensure account documentation is up-to‑date and accurate.

• Participate in project communications, training materials, and business procedures/documentation.

• Coordinate with appropriate internal departments regarding client/investor instructions and process changes.

• Assist with change management and process improvement.

• Analyze portfolio performance and recommend opportunities for improved service delivery.

• Evaluate process recommendations received from internal departments and determine appropriate corrective action.

• Propose solutions for any potential reputational exposure or related service issues.

• Maintain compliance with CMS policies and procedures.

• Escalate issues of risk concern to management, and maintain appropriate data integrity and confidentiality.

• Perform other duties as assigned.

WHAT YOU’LL NEED:

• A solid comprehension of mortgage servicing and operations

• Proficient in MS Office applications, specifically PowerPoint and Excel; (i.e. the use of functions, if/and/or conditional statements, vlookup formulas, etc.)

• Excellent verbal and written communication skills.

• Excellent internal/external customer-facing skills.

• Team-player with strong communication and interpersonal skills, possessing a high degree of self-motivation and ability to work independently with minimal supervision.

• Familiarity with MortgageServ/LoanServ or comparable systems

• Ability to apply critical thinking to develop solutions with exceptional problem-solving skills.

• Ability to comprehend and articulate complex and broad mortgage servicing topics spanning the entire mortgage life cycle and topics that may include, but not limited to, enterprise-wide shared services.

• Ability to maintain high-speed internet access while working remotely and the ability to work in the designated office as needed.

• Ability to work in a project environment and have awareness of the project management lifecycle.

• Ability to formulate complex and comprehensive materials such as requirements documents, authoritative reports, and/or formal presentations.

• Ability to adhere to strict confidentiality requirements.

• Ability to understand complex problems and to collaborate and explore alternative solutions.

• Ability to make decisions that have significant impact on the immediate work unit and monitor impact outside the immediate work unit.

• Ability to add, subtract, multiply, and divide and to record, balance, and check results for accuracy.

• Ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly.

• Occasional travel may be required.

• Focus-driven approach to work with strict adherence to deadlines.

• Bachelor’s degree required, preferably in business, economics, finance or mathematics.

• Two to four (2‑4) years’ experience in relationship management or client services within mortgage servicing or related industry.

• Microsoft certification preferred.

Our Company:

Carrington Mortgage Services is part of The Carrington Companies, which provide integrated, full-lifecycle mortgage loan servicing assistance to borrowers and investors, delivering exceptional customer care and programs that support borrowers and their homeownership experience. We hope you’ll consider joining our growing team of uniquely talented professionals as we transform residential real estate. To read more, visit: www.carringtonmortgage.com .

What We Offer:

• Comprehensive healthcare plans for you and your family. Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed.

• Access to several fitness, restaurant, retail (and more!) discounts through our employee portal.

• Customized training programs to help you advance your career.

• Employee referral bonuses so you’ll get paid to help Carrington and Vylla grow.

• Educational Reimbursement.

• Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates. For more information about Carrington Charitable Foundation and the organizations and programs it supports through specific fundraising efforts, please visit: carringtoncf.org.

Notice to all applicants: Carrington does not do interviews or make offers via text or chat.

Carrington is an equal opportunity employer. It is the policy of the company that applicants be considered for positions for which they qualify without regard to race, color, religion, sex, gender identity, national origin, ancestry, age, marital status, sexual orientation, protected veterans status, physical or mental disability or any other legally protected category. Carrington will make reasonable accommodations for known physical or mental limitations of a qualified applicant or employee with a disability unless the accommodation will impose an undue hardship on the company.