Client Relationship Manager

Two Harbors Investment Corp.; Fort Mill (SC); On-site; USD 70,000 - 100,000; Full time

Job summary

RoundPoint Mortgage Servicing LLC is seeking a Client Relationship Manager to partner with sub-servicing clients and drive exceptional service. You will act as the primary liaison, oversee relationships, and coordinate client inquiries and deliverables.

The role emphasizes compliance and proactive client cultivation. Reporting to the VP, Client Management & Client Billing, this position requires strong communication, organization, and the ability to navigate a fast-paced mortgage servicing

Qualifications

• Bachelor’s degree in a business or related field or equivalent experience.
• Experience in the mortgage servicing industry.
• 3–5 years in sales, vendor/client management or business development in financial services.
• Knowledge and experience working with MSP.
• Demonstrated success in cultivating client relationships.
• Ability to develop impactful relationships with external partners and stakeholders.
• Strong understanding of servicing operations, internal controls and accounting.

Responsibilities

• Serve as the key point of contact for an assigned group of sub-servicing clients.
• Oversee and maintain all aspects of the client relationship.
• Organize & host regular client check-in meetings and onsite visits.
• Create and maintain client servicing playbooks.
• Manage, track and respond to client inquiries.
• Coordinate and manage client special requests & projects.
• Review and circulate performance reporting.
• Assist in organization and preparation of client deliverables.
• Communicate trends or problems to the VP of Client Management & Client Billing.
• Meet RoundPoint’s compliance requirements.
• Other duties as assigned by management.

Skills

Client cultivation

Relationship mgmt

Communication

Problem solving

Education

Bachelor’s degree in business

Tools

MSP

Job description

The Client Relationship Manager will report to the VP, Client Management & Client Billing and will work hand-in-hand with the line of business leaders to develop a best-in-class program to manage and further develop RoundPoint’s relationships with RoundPoint’s Sub -Servicing Clients.

Responsibilities:

• Serve as the key point of contact for an assigned group of sub-servicing clients
• Oversee and maintain all aspects of the client relationship
• Organize & host regular client check-in meetings and onsite visits
• Create and maintain client servicing playbooks
• Manage, track and respond to client inquiries
• Coordinate and manage client special requests & projects
• Review and circulate performance reporting
• Assist in organization and preparation of client deliverables
• Communicate any trends and / or problems with clientele to the VP of Client Management & Client Billing
• Other duties as necessary or assigned by management
• Incumbent will be responsible for meeting RoundPoint’s commitment to compliance
• Meet RoundPoint’s commitment to compliance

Qualifications:

• Bachelor’s degree in a business or related field, or equivalent experience
• Experience working in the mortgage servicing industry

• 3-5 years of sales, vendor/client management or business development experience preferably within a financial services environment
• Knowledge and experience working with MSP
• Willing to work in a fast-paced environment
• Good organizational and problem-solving skills with ability to handle multiple tasks
• Excellent analytical, interpersonal, written and oral communication skills
• Demonstrated record of success with client cultivation
• Ability to develop impactful relationships with external partners and key stakeholders
• Strong “big picture” understanding of servicing operations, internal controls and accounting
• Customer service, team and goal oriented with a positive attitude toward work and others
• Ability to deal with change (flexible / adaptable) and provide positive outlook

Physical Demands & Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of their role.

• Ability to communicate effectively through speech and hearing, both in-person and over the phone.
• The employee is required to sit for extended periods of time and is occasionally required to stand and walk.
• Remaining in a stationary position for extended periods, frequently sitting but occasionally involving standing or walking short distances; the employee may occasionally climb or balance, and stoop, kneel, crouch, or crawl.
• Regular use of hands and fingers for tasks like keyboarding, operating office equipment, and filing documents.
• Ability to lift and move objects weighing up to 10 pounds, and potentially up to 20 pounds occasionally.
• Ability to observe details at close range, such as viewing a computer screen, reviewing documents, and performing data analysis.
• The noise level in the work environment is usually quiet to moderate, and no extreme conditions are present.

About RoundPoint Mortgage Servicing LLC

RoundPoint Mortgage Servicing LLC is a fully integrated, non-bank mortgage company, with a subservicing portfolio of approximately 900,000 loans. In 2023, RoundPoint was acquired by Two Harbors Investment Corp. (NYSE: TWO), reaffirming its commitment to MSR as core and essential to our business strategy and our future. A combined Two Harbors and RoundPoint capitalizes on the strengths of both companies, adding significant value for stakeholders through operational and cost efficiencies, as well as the ability to participate more fully in the mortgage finance space as opportunities arise.

Founded in 2009, Two Harbors has grown into a leading publicly traded residential mortgage real estate investment trust (mortgage REIT). We leverage our core competencies of understanding and managing interest rate and prepayment risk to invest in our Agency residential mortgage-backed securities (RMBS) and mortgage servicing rights (MSR) portfolio, with the objective of delivering attractive risk-adjusted returns to our stockholders.

Location

• Fort Mill, SC
• Coppell, TX

Employee Status

• Exempt

Travel

• None