Licensed Client Relationship Advisor

Ultipro; Tempe (AZ); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

401(k) with company match

Professional development and career成长

Community involvement

Supportive culture

Job summary

Evergreen Home Loans is seeking a Licensed Client Relationship Advisor to serve as the customer’s single point of contact for life‑of‑loan relationships after closing, delivering high‑touch servicing and revenue opportunities.

You will partner with loan officers, coordinate with servicing, processing, and compliance teams, and handle complex requests such as assumptions, PMI, and insurance needs to ensure a WOW experience for customers.

Qualifications

• Experience delivering high-touch servicing for mortgage customers.
• Ability to build trust and manage long-term relationships.
• Proven ability to coordinate with multiple internal teams.
• Strong written and oral communication across channels.
• Knowledge of licensing processes for loan assumptions is a plus.

Responsibilities

• Serve as the customer’s single point of contact and trusted advisor for life‑of‑loan relationship needs.
• Build and maintain long-term customer relationships through proactive outreach and continuity of service.
• Support customer retention and revenue by identifying refinance, HELOC, assumption, and other opportunities.
• Provide high‑touch support to Loan Officers as key internal customers through servicing channels.
• Own end‑to‑end communication and case management for specialty servicing work, including collections and default support, assumptions, recasts, PMI removal, collateral‑related requests, SCRA verification, Construction Loans, insurance‑related servicing matters, and other complex customer‑impacting requests.
• Support assumption‑related work requiring licensing, including customer communication, explanation of next steps, required disclosures, and compliant handling of licensed interactions.
• Perform customer communication activities across approved channels, including phone, email, voicemail, and digital methods.
• Document customer, Loan Officer, third‑party, and internal interactions in Five9 and other required systems using established tracking, documentation, and disposition standards.
• Research and resolve mortgage servicing inquiries, manage request intake, gather documentation, provide status updates, and coordinate next steps through resolution.
• Perform approved system updates and transactional activity using documented job aids, workflows, and internal controls.
• Coordinate with Servicing, Originations, Processing, Underwriting, HELOC Operations, Closing, Compliance, Payment Processing, and other internal departments to support timely and accurate resolution.
• Monitor open requests for urgency, aging, and follow‑through; escalation issues and workflow breakdowns as appropriate.
• Support customer satisfaction, NPS, quality, and service goals through accurate, timely, and relationship‑centered handling of requests.
• Perform other duties as assigned.

Skills

Customer service

Relationship management

Cross-functional collaboration

Communication skills

Licensing for assumptions

Tools

Five9

Job description

At Evergreen Home Loans®, we believe homeownership changes lives and we’re passionate about helping people achieve it while creating a “WOW” experience along the way. Our mission is simple: deliver On Time and As Promised® service while changing the world one relationship at a time.

We’re looking for talented, customer-focused professionals who care as deeply about people, teamwork, and service excellence as we do.

Evergreen has been recognized as one of the Puget Sound Business Journal’s Best Places to Work multiple years running and has earned national recognition as a certified Great Place to Work®. Most recently, Evergreen was named one of the 2025 Fortune Best Workplaces in Financial Services & Insurance™.

Evergreen has also earned recognition from Top Workplaces, most recently receiving the 2026 Industry Award for Financial Services, along with multiple Culture Excellence Awards recognizing our commitment to associate well-being, leadership, professional development, and workplace culture.

At Evergreen, our culture is built on integrity, family, growth, and fun. We believe that when associates feel supported, empowered, and inspired, they deliver extraordinary experiences for customers and business partners alike. When you join Evergreen, you become part of a collaborative, people‑first organization that values creative thinking, professional growth, and meaningful relationships. We invest in our associates through leadership development, coaching, community involvement, and opportunities to grow your career while making a real impact.

• A supportive and relationship-driven culture
• Competitive compensation and comprehensive benefits
• 401(k) with company match
• Professional development and career growth opportunities
• A company committed to giving back to the communities we serve

Discover what’s possible with Evergreen.

The Licensed Client Relationship Advisor is a customer‑facing role responsible for serving as a single point of contact and trusted advisor for customers throughout the life of the loan, primarily following closing. This role supports long‑term client relationship co‑ownership in partnership with the Evergreen loan officer, customer retention, and revenue generation by combining high‑touch servicing support with identification of appropriate refinance, HELOC, assumption, and other approved product opportunities.

This role also owns complex, customer‑impacting specialty servicing requests that require strong communication, follow‑through, and cross‑functional coordination. These may include collections and default support, assumptions, recasts, PMI removal, SCRA verification, Construction Loans, collateral‑related requests, Loan Officer priority support, insurance‑related servicing matters, and other specialty requests affecting the borrower experience.

Essential Duties and Responsibilities:

• Serve as the customer’s single point of contact and trusted advisor for life‑of‑loan relationship needs, specialty servicing matters, and approved relationship‑based revenue opportunities.
• Build and maintain long‑term customer relationships through proactive outreach, education, follow‑up, and continuity of service.
• Support customer retention and revenue generation by identifying appropriate refinance, HELOC, assumption, and other approved mortgage or partner‑product opportunities.
• Provide high‑touch support to Loan Officers as key internal customers through Ask Servicing and other concierge‑support channels.
• Own end‑to‑end communication and case management for specialty servicing work, including collections and default support, assumptions, recasts, PMI removal, collateral‑related requests, SCRA verification, Construction Loans, insurance‑related servicing matters, and other complex customer‑impacting requests.
• Support assumption‑related work requiring licensing, including customer communication, explanation of next steps, required disclosures, and compliant handling of licensed interactions.
• Perform customer communication activities across approved channels, including phone, email, voicemail, and digital methods.
• Document customer, Loan Officer, third‑party, and internal interactions in Five9 and other required systems using established tracking, documentation, and disposition standards.
• Research and resolve mortgage servicing inquiries, manage request intake, gather documentation, provide status updates, and coordinate next steps through resolution.
• Perform approved system updates and transactional activity using documented job aids, workflows, and internal controls.
• Coordinate with Servicing, Originations, Processing, Underwriting, HELOC Operations, Closing, Compliance, Payment Processing, and other internal departments to support timely and accurate resolution.
• Monitor open requests for urgency, aging, and follow‑through; escalation issues and workflow breakdowns as appropriate.
• Support customer satisfaction, NPS, quality, and service goals through accurate, timely, and relationship‑centered handling of requests.
• Perform other duties as assigned.

Performance Expectations:

• Perform all actions in accordance with the Mission, Vision, and Convictions of EHL.
• Provide a “WOW” experience and effectively communicate with associates, clients, partners, and vendors via phone, written communication and/or in person.
• Manage a blended workload of relationship management, specialty servicing, and approved revenue‑support activities.
• Maintain compliant execution of all licensed activities required for assumptions and other approved responsibilities.
• Protect and improve customer satisfaction and NPS by ensuring relationship‑impacting requests are handled with urgency, clarity, and ownership.
• Meet established quality, compliance, productivity,