Position Title: Client Account Representative
Reports to Supervisor/Manager
Recruiter: Linda Ransom
Responsible for ensuring that all work orders and issues between the assigned client and Safeguards Cleveland office are communicated, analyzed, noted in the computer system, followed-up, and finalized in all field services areas including inspections, property preservation, appraisals, repairs and title work.
Expectations and Outcomes
Reinforce Customer Service = Resolution as it applies to internal and external customers, resulting in meeting or exceeding customers expectations.
Run and Analyze Inspection and P&P reports and updates. Review client account and Safeguard update to determine if new/additional P&P work or bids are needed based on determined policy, procedure and business rules. Place orders via web and note clients system. Set applicable follow-ups for work completion.
Work/review various daily, weekly, and monthly reports to ensure accuracy in reporting between Safeguard and client; and detailed analysis of escalated issues (special inspections, citations, high-risk properties, damaged properties, etc.)
Review account to determine if in need of securing, grass cutting, boarding in spring to summer, in fall to winter winterizations, heat turn on to prevent property from freezing, boarding, securing, etc
QC over-allowable bids provided by contractor. Submit over-allowable bids to specific investors. Provide investor with photos from web site. Send complete/cancel order to Safeguard according to investor instructions and note client system.
Advise client of needed insurance claims and damaged properties.
Forward legal descriptions, parcel numbers or photos to Safeguard when notified of a bad or incorrect address.
When in pre-foreclosure make sure property is being maintained and secure
Contact brokers to determine status of property maintenance before securing is ordered.
Give access for appraisers, adjusters, and brokers to properties when requested from other departments such as loss mitigation, collections. Forward keys, and keep an account of different keys in stock
Seek approval from client (Collections, Loss Mitigation, Bankruptcy, Foreclosure) on accounts where business rules may not apply or be easily identifiable.
Cancel orders, work, and bids with Safeguard when client account is conveyed, reinstated or paid off.
Act as a go-to person for our client with regard to questions on proper procedures, timeframes, invoicing, work completed, and specific issues that arise on a daily basis.
All other duties as assigned.
High school degree or equivalent
Previous experience in the mortgage servicing industry helpful
Previous customer service and data entry experience
Ability to multi-task
Strong oral and written communication skills
Computer literate. Microsoft Office and Excel experience recommended.