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Client Relationship Manager 

About the Organization Since 1986 LERETA's nationwide team of real estate tax and flood professionals has provided the mortgage and insurance industries the fastest, most accurate and complete access to property tax and flood information across the nation. LERETA is an industry leader with an enormous focus on technology, innovation, and commitment to service excellence.  
Open Date 1/16/2020  
Position Client Relationship Manager  
Full-Time/Part-Time Full-Time  
Exempt/Non-Exempt Exempt  
Category Tax&Flood  
Location Remote  
Req Number TAX-20-00007  

The Client Relationship Manager is the client advocate at LERETA in support of establishing and maintaining high-quality relationships between LERETA and its clients. The role ensures customer needs are fulfilled accurately and facilitates customer's understanding of LERETA's services and capabilities.

Customer Service / Client Retention

  • Focuses on client retention by working with LERETA's Operations Team to ensure extraordinary service is provided to the client
  • Provides timely response to written and oral customer questions and issues

  • Establishes at a minimum, monthly tracked personal contact with assigned customer base
  • Arranges and hosts recurring conference call meetings with client and internal business units
  • Identifies and assesses customer issues and needs
  • Escalates customer issues to upper management when necessary
  • Tracks and oversees all client issues ensuring delivered services meet client needs and expectations
  • Maintains a thorough understanding of LERETA's most current services / capabilities and ensures that the client is presented with any new enhancements available to them
  • Ensures that clients receive the maximum benefits according to their needs, expectations, and Service Level Agreements (SLA's)

Manage Clients with Large Portfolios and Outsourced Clients

  • Maintains knowledge of client's servicing systems
  • Maintains knowledge of client's business rules, processes, and procedures
  • Builds and maintains relationships with client senior management

Financial Duties

  • Monitors and ensures timely receipt / collection of monies on a monthly basis
  • Monitors, reviews, and reports on deviations from budgeted loan volume and monthly income for every client

Identify and assess customer's needs

  • Documents standard operating procedures and coordinates duties with appropriate internal teams in accordance with established operational and technical parameters
  • Identifies, documents, and recommends effective solutions to market needs, coordinating with Sales, IT, and Operations

LERETA / Client Relationship

  • Represents LERETA to the lending community in a professional manner
  • Cultivates relationships for the purposes of furthering the company's business development objectives
  • Identifies opportunities for enhancement of its services
  • Creates and delivers effective written and oral presentations on behalf of LERETA at meetings and conferences
  • Maintains knowledge of current and emerging legislation, technologies, issues and approaches in the mortgage servicing industry through membership in trade associations, interaction with industry peers and by attending property tax assessor/collector association conferences
  • Maintains a thorough understanding of LERETA's most current services / site capabilities and ensures that supporting staff is also aware and communicating the capabilities to the client

This position will perform other duties as assigned based on the needs of the department.

Position Requirements

Required Education & Experience

  • High School Diploma or equivalent
  • Proficiency in Microsoft® Office Outlook, Excel and Word
  • Ability to type 35+ wpm
  • Four years of tax service operations and systems or related experience
  • Experience working with tax service operations and systems
  • Strong computer skills with ability to quickly learn and utilize operating systems, software, browsers, databases and other technologies

Preferred Education & Experience

  • Associate Degree
  • Certificate or License in a related field
  • Proficiency in Microsoft® Office Access and PowerPoint
  • Previous account manager experience in the real estate tax & flood service industry
  • Loan Servicing Experience
  • Accounting, Bookkeeping, Finance or Tax Experience

EOE Statement We are an Equal Employment/ Affirmative Action Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently accepting applications.

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