Life-of-Loan Client Advisor - Relationship & Revenue

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

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.