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Client Services Relations Manager

Company: Assurant
Location: Kennesaw
Posted on: July 22, 2019

Job Description:

Client Services Management:* Serve as a contact for Clients from an operations perspective by fielding questions or concerns regarding operational standards and coordinating responses with more senior analysts or Operations to ensure effective services are in place and satisfaction is being delivered.* Ensure meetings are held as prescribed and include key stakeholders to effectively execute on objectives.* Facilitate and document plans for takeaways from Operational/Client meetings.* Partner with Account Executive team and Client Services Director to effectively manage Client relationships across the organization.* Represents the interests of Assurant for assigned Clients from an operations perspective by leveraging recommended practices.* Monitor quality and SLA adherence by reviewing post implementation performance results to ensure integrity and adherence to client standards by analyzing and providing overall support to internal and external stakeholders.* Participate in SLA and Scorecard monitoring with Operations to ensure client expectations/contractual obligations are met.* Coordinate and gather information from Operations to answer questions from Client, Account Management or other stakeholders regarding processes, procedures and corrective action plans (if applicable).* Coordinate and prepare for the Client's vendor management team to facilitate onsite visits/audits by setting agenda and gathering materials as necessary.* Maintain organizational charts and contact lists for clients as needed.* Maintain various reports leveraged to compile information i.e. service release/acquisition volumes.Procedure Changes and Reviews:* Gather requirements for implementation of new or changed processes and reports for existing clients.* Communicate business and/or system requirements and how they impact client processes for new and changed services.* Coordinate deliverables needed for new or changed services i.e. data mapping, letters, tasks, system requirements.* Coordinate changes to procedures that are necessitated from Client questions/concerns as a result of departmental process reviews to ensure alignment between Client expectations and Operational delivery.* Monitor service requests and procedure changes submitted through Intake and Governance.* Partner with key stakeholders on identified regulatory changes that has an impact on the business to ensure processes in place meet regulatory compliance standards.Project Management:* May schedule and lead all calls regarding activity.* Maintain or provide updates to task plans.* Coordinate activities with Operations to ensure project remains on schedule and in accordance with project plan.Basic Qualifications* Minimum of 2-4 years of experience in a mortgage loan servicing business or at a financial institution required.* Minimum of 2-4 years of experience managing projects including the ability to prioritize work and meeting deadlines for multiple projects required.* Proven facilitation, organizational, prioritization, decision-making and conflict resolution skills; ability to track and control activities in a fast-paced environment while managing multiple projects and tasks required.* Working knowledge of Microsoft tools - Word, PowerPoint, Excel, Office, Visio required.Ability to travel -

Keywords: Assurant, Macon , Client Services Relations Manager, Executive , Kennesaw, Georgia

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