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Account Manager I

Full time; Exempt. Hybrid.

Location Lake Zurich, IL, US

Department: Client Support

Dovenmuehle Mortgage, Inc. (“Dovenmuehle”) is the leading mortgage subservicing firm in the United States with several hundred financial institution clients nationwide.

General Description: 

Administer and manage the relationship for all assigned subservicing accounts.  Provide centralized support for all the needs of each assigned client (typically with a portfolio under 1,500 loans).  Ensure delivery of quality service, provide rapid response, and develop a strong communication link between Dovenmuehle and the subservicing client.

Essential Functions and Duties:

•    Maintain weekly contact with assigned accounts to identify, research, and resolve any questions, service quality issues, procedure changes, new loan programs, billing issues, or any other requests made by the subservicing client.

•    Coordinate internal research and response among all Dovenmuehle departments, both in writing and by telephone, to various inquiries from assigned accounts and from the Division Manager for other non-assigned accounts.

•    Coordinate quarterly relationship reviews with the senior management of Dovenmuehle and the client to maintain close relationships with the primary contacts and decision-makers, monitor client satisfaction, and evaluate methods to improve the overall relationship.

•    Identify possible product and service enhancements to the subservicing program based upon client feedback; summarize and present ideas for enhancements to the Division Manager.

•    Evaluate the use of optional services by each assigned client to ensure optimum service levels as appropriate for each client.

•    Monitor billing to each assigned client to evaluate opportunities for revenue enhancement for Dovenmuehle or cost reductions for the client.

•    Maintain status reports for all assigned clients and provide timely written summaries of all significant client contact.

•    Successfully complete annual regulatory compliance training.

•    Performs other related duties as assigned. 

Required Qualifications: 

•    Broad knowledge of the mortgage lending and mortgage servicing industries.

•    Minimum of five years of mortgage service experience including strategic account management and client services.

•    Outstanding verbal and written client communication skills.

•    Excellent analytical skills including business operations and financial management.

•    Bachelor’s degree or equivalent combination of education and experience.

Preferred/Other Qualifications:  

•    Graduate degree preferred.                                                                             

•    Strong account management skills or previous sales experience                     

Benefits

•    Medical, Dental, Vision, Wellness, Flexible Spending Account, and Employee Assistance Program and more.

•    Employer paid Life Insurance, Short Term Disability, and Long-Term Disability. 

•    401 (K) Plan with company match

•    Paid Vacation, Sick, Personal and Holidays

Physical Demands and Work Environment:

The employee must be comfortable in either an on-site office setting, or a quiet, designated work from home space that is free from distractions and noise. The employee is regularly required to communicate (give/receive) information through multiple methods of communication with clear understanding from others. Must be able to exchange accurate information in these situations. 

The employee must be able to remain in a stationary position and/or move about the organization or remote office. The employee is frequently required to stand or walk (or otherwise move through the organization); sit; use hands to type, write, handle, or feel and reach. May occasionally climb or balance; stoop, kneel, or crouch; or lift and/or move up to 25 lbs. Employees may be required to type and utilize a computer for long periods of time.

The employee may be required to frequently operate a standard variety of office equipment including computers, calculators, copy machines, computer printers and phones. The noise level, if working on-site, is usually moderate and typical of an office environment. 

In accordance with applicable disability laws, Dovenmuehle works with applicants and employees to make reasonable accommodations to the job or work environment when doing so will enable an employee with a qualified disability to satisfactorily perform the essential functions of the job.