Client Relations Manager

Job Summary

The Client Relationship Manager reports to the Chief Executive Officer and manages AREMCO's relationships with approximately 8-15 assigned mortgage servicers, subservicers, asset managers, investors, and other financial services clients. As the primary relationship owner, this position coordinates service delivery and issue resolution across default servicing, property preservation, inspections, rehabilitation, conveyance, and real estate owned (REO) assets. The role ensures that client requirements, service-level agreements (SLAs), investor guidelines, regulatory expectations, and contractual obligations are communicated and consistently executed. Working across operations, quality control, vendor management, accounting, technology, and executive leadership, the Client Relationship Manager resolves escalations, improves performance, and protects client relationships.

Key Responsibilities

• Serve as the primary point of contact and relationship owner for assigned clients, maintaining a thorough understanding of each client's portfolio, servicing requirements, escalation protocols, performance standards, and reporting expectations.
• Monitor client-specific SLAs, key performance indicators, aging inventories, exception reports, quality results, and recurring service concerns to ensure operational teams meet contractual and client requirements.
• Conduct scheduled client check-ins, business reviews, and performance meetings to discuss portfolio activity, open escalations, service-level performance, operational risks, upcoming needs, and opportunities for improvement.
• Proactively analyze work-order, bid, inspection, property preservation, conveyance, claims, and REO performance trends to identify emerging risks before they result in missed timelines, client complaints, financial exposure, or reputational harm.
• Maintain end-to-end ownership of client complaints and escalations throughout the full resolution lifecycle, including intake, documentation, investigation, corrective action, client communication, resolution, and formal closure.
• Coordinate with operations, quality control, vendor management, accounting, technology, and leadership to determine root causes and implement timely corrective and preventive actions.
• Manage aging and exception items involving overdue work orders, delayed bids, vendor performance, pending quality-control reviews, invoice discrepancies, client-requested revisions, and unresolved property conditions.
• Provide clients with clear, accurate, and timely status updates, including documented action plans, responsible parties, target completion dates, risks, dependencies, and final resolution summaries.
• Translate client feedback, scorecards, audit findings, and recurring complaints into recommendations for workflow improvements, system enhancements, training, quality controls, and operational policy changes.
• Ensure client instructions and process updates are documented, communicated, and incorporated into standard operating procedures, job aids, system rules, and employee or vendor training.
• Partner with leadership to prepare responses for client audits, performance reviews, remediation requests, corrective-action plans, and high-risk escalations.
• Support client retention and growth by building trusted relationships, demonstrating operational accountability, and identifying opportunities to expand services or improve the client experience.
• Maintain complete and accurate records of client communications, complaints, commitments, corrective actions, and resolutions in accordance with AREMCO's documentation and record-retention practices.

Required Qualifications and Skills

• Minimum of three years of experience in client relations, account management, mortgage servicing, default servicing, property preservation, REO asset management, or a related financial-services field.
• Demonstrated 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.

Physical Requirements

• Ability to remain in a stationary position for approximately 50% or more of the workday.
• Ability to operate computers, keyboards, telephones, and standard office equipment.
• Ability to move short distances within an office environment.
• Ability to occasionally lift or carry materials weighing up to 25 pounds.

Key Competencies

• Client relationship and account management

• Mortgage-servicing and default-services knowledge

• Complaint and escalation management

• Root-cause analysis and corrective-action planning

• Data analysis and performance reporting

• Clear written and verbal communication

• Cross-functional collaboration and influence

• Organization, prioritization, and follow-through

• Sound judgment and problem-solving

• Adaptability in a deadline-driven environment

• Professionalism, accountability, and attention to detail

Typical Performance Metrics

• Client retention and relationship health

• Compliance with client SLAs and contractual performance standards

• Initial response time and average complaint-resolution time

• Percentage of escalations resolved by the committed due date

• Reduction in repeat complaints and recurring root causes

• Accuracy and timeliness of client reporting

• Reduction in aging work orders, bids, exceptions, and unresolved action items

• Client scorecard, audit, and quality-control results

• Completion and effectiveness of corrective-action plans

• Client satisfaction and overall confidence in AREMCO's service delivery