Client Success Specialist

Job Title:

Client Success Specialist

Location:

Remote - CA (Northern)

What you'll do:

Client Success Specialist (CSS), AVP will assist the Distributed Retail Loan Officers with overseeing the end-to-end mortgage loan process. The CSS will co-facilitate an exceptional experience for home borrowers while assisting with a smooth workflow for AmeriHome Loan Officers. The role merges oversight with consumer-facing responsibilities to facilitate efficient loan processing, regulatory compliance, and a seamless borrower experience. The Client Success Specialist, AVP will collaborate with Loan Officers and AmeriHome Colleagues in various departments to enhance performance, training, accuracy, and production targets, serving as a key liaison for borrower interactions.

• Monitor loan processing workflows, identify bottlenecks, and implement process improvements to increase efficiency and ensure we are meeting Loan Disclosure Timelines as well as close of escrow deadlines
• Ensure all loan documentation is complete, verified, and accurate, adhering to AUS findings, program parameters, and regulatory requirements
• Manage the daily pipeline, ensuring loan lock and closing dates are met. Report on performance metrics
• Collaborate with internal departments to meet key loan deadlines, including loan lock and closing dates. Manage pipeline reporting and key dates
• Provide ongoing coaching and training to sales support, ensuring consistency in procedures and compliance with lending regulations
• Collaborate closely with loan officers to structure loans accurately and finalize loan details for closing
• Proactively manage borrower communication to ensure a smooth and positive experience, answering questions, addressing concerns, and resolving issues promptly
• Monitor team performance, providing regular feedback, coaching, and development to ensure high productivity and exceptional service
• Prepare and present performance reports to senior leadership, tracking operational efficiency, loan pipeline status, and borrower satisfaction
• Foster a collaborative environment between sales and operations to ensure alignment on goals and a unified approach to meeting customer and company objectives
• Stay updated on changes in mortgage regulations and assist with training Distributed Retail colleagues on new guidelines and procedures
• Train and update colleagues on policy changes, loan procedure updates. Collaborate with Compliance to inspect and ensure Distributed Retail is adhering to Regulations
• Assess borrower needs and provide personalized consultation on loan options that align with their financial goals
• Backup for calls and emails from Affinity Channels
• Ability to originate and self-source Loans from start to finish
• Assist Loan Officers and act as a resource.
• Additional tasks as needed

What you need to have:

• 5-7 years of mortgage industry experience with both operational and consumer-facing responsibilities
• Bachelor's degree preferred
• Strong understanding of mortgage loan processing, underwriting guidelines, regulatory compliance, and customer service best practices
• Excellent communication skills, with the ability to build strong relationships with borrowers and cross-functional teams
• Strong organizational and multitasking skills, with the ability to manage a large volume of loans and clients simultaneously
• Experience with loan origination systems (Encompass preferred)
• Ability to multi-task and manage a large volume of loans effectively
• Detail-oriented with a strong focus on accuracy and compliance
• Travel made me necessary, once per quarter
• NMLS Licensed, a plus
• Bilingual, a plus

What you'll need:

Compensation: Salary range for new hires is generally $62,395.00 - $77,000.00 for Northern California. Salary amount is determined by specific job location. In addition, the role may be eligible for annual bonus/incentives earned.

Benefits you’ll love:

We offer all the important things you'd want — like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you’ll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!

About the company:

AmeriHome Mortgage is a Western Alliance Bank company. Western Alliance Bank is a wholly owned subsidiary of Western Alliance Bancorporation. Alliance Bank of Arizona, Alliance Association Bank, Bank of Nevada, Bridge Bank, First Independent Bank, and Torrey Pines Bank are divisions of Western Alliance Bank; Member FDIC.  

Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email [email protected] or call 602-386-2488.  When contacting us, please provide your contact information and state the nature of your accessibility issue.  We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process.

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