Mortgage Servicing Client Relations Lead

AREMCO Inc; Virginia Beach (VA); On-site; USD 80,000 - 120,000; Full time

Job summary

AREMCO Inc. in Virginia Beach, VA seeks a Client Relationship Manager to own relationships with mortgage servicers, subservicers, asset managers and other financial clients.

You will coordinate service delivery, manage escalations, and ensure SLAs, investor guidelines, and contractual obligations are met across default servicing, REO, and related operations. You will work across operations, quality control, vendor management, accounting, technology, and leadership to improve performance and

Qualifications

• Minimum of three years of experience in client relations, account management, mortgage servicing, or a related financial-services field.
• Experience investigating and resolving complex mortgage-servicing, field-services, operational, or client-escalation matters.
• Working knowledge of mortgage default servicing practices, including property preservation, inspections, bids, work orders, vendor management, quality control, REO, conveyance, and servicing timelines.
• Ability to interpret client contracts, SLAs, scorecards, operating procedures, investor requirements, and exception reports.
• Strong proficiency with Microsoft Excel, Word, PowerPoint, Outlook, and other client-relationship or workflow-management systems.
• Experience preparing client-facing performance reports, executive summaries, corrective-action plans, and business-review presentations.
• Ability to manage confidential borrower, property, client, and company information with appropriate discretion.

Responsibilities

• Serve as the primary point of contact and relationship owner for assigned clients, maintaining understanding of each client's portfolio and servicing requirements.
• Monitor client-specific SLAs, KPIs, aging inventories, exception reports, and recurring service concerns to meet contractual requirements.
• Conduct scheduled client check-ins, business reviews, and performance meetings to discuss portfolio activity and risks.
• Proactively analyze work-order, inspection, conveyance, and REO performance trends to identify emerging risks.
• Maintain end-to-end ownership of client complaints and escalations through resolution.
• Coordinate with operations, quality control, vendor management, accounting, technology, and leadership on root-cause analysis and actions.
• Manage aging and exception items, overdue work orders, and invoice discrepancies as needed.
• Provide clients with clear status updates, action plans, owners, dates, risks, and final resolutions.
• Translate feedback into recommendations for workflow improvements, training, and policy changes.
• Ensure instructions and process updates are documented in SOPs, job aids, and system rules.
• Support client audits, performance reviews, remediation requests, and high-risk escalations.
• Assist in client retention and growth by building trusted relationships and identifying cross-sell opportunities.
• Maintain complete records of communications, commitments, and resolutions per AREMCO guidelines.

Skills

Client relations

Account management

Mortgage servicing

Vendor management

Data analysis

Excel

Communication

Workflow systems

Tools

Microsoft Office

Job description

AREMCO Inc. in Virginia Beach, VA seeks a Client Relationship Manager to own relationships with mortgage servicers, subservicers, asset managers and other financial clients.

You will coordinate service delivery, manage escalations, and ensure SLAs, investor guidelines, and contractual obligations are met across default servicing, REO, and related operations. You will work across operations, quality control, vendor management, accounting, technology, and leadership to improve performance and