Client Relationship Analyst

Jobtailor; United States; Hybrid; USD 70,000 - 100,000; Full time

Job summary

Jobtailor is seeking a seasoned relationship manager for mortgage servicing, focusing on client services, data analysis, and process improvements. You will coordinate with investors, manage counterparty relationships, and participate in senior management presentations to ensure high-quality service delivery.

The role requires strong Excel skills, familiarity with MortgageServ/Fiserv, and the ability to work in a hybrid setup with occasional travel.

Qualifications

• High school diploma or equivalent work experience; Bachelor’s degree preferred
• Experience in relationship management or client services within mortgage servicing or a related industry preferred
• Intermediate analytical and Excel experience
• Project management skills preferred
• Mortgage servicing experience preferred
• Microsoft certification preferred
• Excellent verbal and written communication skills
• Excellent internal/external customer-facing skills
• Knowledge of various loan servicing operations preferred
• Ability to interact with senior executive management and non-managerial staff internally and externally
• Ability to support loan servicing transfers and contractual counterparty requirements
• Ability to maintain high-speed internet access while working remotely and work in a designated office as needed
• Proficiency in MS Office, especially PowerPoint and Excel, including functions, conditional statements, and VBA
• Ability to work independently with minimal supervision and collaborate as part of a team
• Familiarity with MortgageServ/Fiserv or a comparable system preferred
• Ability to work in a project environment and understand the project management lifecycle
• Ability to formulate complex requirements documents, authoritative reports, and formal presentations
• Ability to adhere to strict confidentiality requirements
• Ability to understand complex problems and explore alternative solutions
• Ability to make decisions with significant impact on the immediate work unit and monitor broader impact
• Ability to organize, forecast, and prioritize work schedules over the long term
• Basic arithmetic ability and accuracy in recording, balancing, and checking results
• Ability to communicate orally accurately, audibly, and quickly
• Ability to work independently under limited supervision
• Occasional travel may be required

Responsibilities

• Learn all aspects of the business process, key performance drivers, and operational report metrics
• Gain expert knowledge of operational systems and their utilization
• Gather and document client/investor servicing requirements
• Participate in initial diligence, analyzing loan portfolio data, delinquency rates, and portfolio metrics
• Ensure required documents, approvals, and instructions are in place for relationship servicing
• Consult with internal and external clients regarding industry or organizational changes affecting service delivery
• Coordinate quality control between investors and internal business units
• Perform loan data analysis, validate results, and communicate findings to clients, investors, or internal business units
• Analyze investor and prospective business plans and service requirements for contractual compliance
• Maintain accurate and up-to-date account documentation
• Participate in project communications, training materials, and business procedures/documentation
• Coordinate with internal departments on client/investor instructions and process changes
• Assist with change management and process improvement
• Analyze portfolio performance and recommend service delivery improvements
• Evaluate process recommendations and determine corrective actions
• Propose solutions for potential reputational exposure or service issues
• Maintain compliance with CMS policies and procedures
• Escalate risk concerns and maintain data integrity and confidentiality
• Independently manage assigned counterparty relationships
• Participate in investor presentations with Senior Management
• Perform other duties as assigned

Skills

Relationship Management

Mortgage Servicing Experience

Intermediate Excel Skills

Project Management Skills

Excellent Communication Skills

Data Analysis

Problem Solving

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

MS Office

PowerPoint

Excel

MortgageServ

Fiserv

Job description

• Learn all aspects of the business process, key performance drivers, and operational report metrics


• Gain expert knowledge of operational systems and their utilization


• Gather and document client/investor servicing requirements


• Participate in initial diligence, analyzing loan portfolio data, delinquency rates, and portfolio metrics


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


• Consult with internal and external clients regarding industry or organizational changes affecting service delivery


• Coordinate quality control between investors and internal business units


• Perform loan data analysis, validate results, and communicate findings to clients, investors, or internal business units


• Analyze investor and prospective business plans and service requirements for contractual compliance


• Maintain accurate and up-to-date account documentation


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


• Coordinate with internal departments on client/investor instructions and process changes


• Assist with change management and process improvement


• Analyze portfolio performance and recommend service delivery improvements


• Evaluate process recommendations and determine corrective actions


• Propose solutions for potential reputational exposure or service issues


• Maintain compliance with CMS policies and procedures


• Escalate risk concerns and maintain data integrity and confidentiality


• Independently manage assigned counterparty relationships


• Participate in investor presentations with Senior Management


• Perform other duties as assigned

Requirements

• High school diploma or equivalent work experience; Bachelor’s degree preferred
• Experience in relationship management or client services within mortgage servicing or a related industry preferred
• Intermediate analytical and Excel experience
• Project management skills preferred
• Mortgage servicing experience preferred
• Microsoft certification preferred
• Excellent verbal and written communication skills
• Excellent internal/external customer-facing skills
• Knowledge of various loan servicing operations preferred
• Ability to interact with senior executive management and non-managerial staff internally and externally
• Ability to support loan servicing transfers and contractual counterparty requirements
• Ability to maintain high-speed internet access while working remotely and work in a designated office as needed
• Proficiency in MS Office, especially PowerPoint and Excel, including functions, conditional statements, and VBA
• Ability to work independently with minimal supervision and collaborate as part of a team
• Familiarity with MortgageServ/Fiserv or a comparable system preferred
• Ability to work in a project environment and understand the project management lifecycle
• Ability to formulate complex requirements documents, authoritative reports, and formal presentations
• Ability to adhere to strict confidentiality requirements
• Ability to understand complex problems and explore alternative solutions
• Ability to make decisions with significant impact on the immediate work unit and monitor broader impact
• Ability to organize, forecast, and prioritize work schedules over the long term
• Basic arithmetic ability and accuracy in recording, balancing, and checking results
• Ability to communicate orally accurately, audibly, and quickly
• Ability to work independently under limited supervision
• Occasional travel may be required

Core Competencies

Demonstrates expertise in relationship management and client services within mortgage servicing, with strong analytical skills and proficiency in Excel for data analysis. Capable of coordinating project communications and maintaining compliance with industry standards while ensuring high-quality service delivery.

Highest-signal resume keywords

• Relationship Management
• Mortgage Servicing Experience
• Intermediate Excel Skills
• Project Management Skills
• Excellent Communication Skills

ATS Optimization Keywords

Hard Skills

• Data Analysis
• Loan Portfolio Analysis
• Contractual Compliance
• Quality Control
• Process Improvement
• Requirements Documentation
• Problem Solving
• Basic Arithmetic Ability
• VBA Proficiency
• Forecasting

Soft Skills

• Customer-Facing Skills
• Collaboration
• Independence
• Decision Making
• Organizational Skills

Certifications & Qualifications

• Microsoft Certification

Industry Keywords

• Mortgage Servicing
• Client Services
• Operational Systems
• Investor Presentations
• Compliance
• Change Management
• Performance Metrics
• Confidentiality
• Diligence
• Service Delivery

Tools & Technologies

• MS Office
• PowerPoint
• Excel
• MortgageServ
• Fiserv