Client Experience Account Manager

This position will serve as the assigned individual responsible for the service delivery and proactive monitoring of Key Performance Indicators for a subset of Middle Tier clients and accounts (15 plus) that produce mid- level revenue and net agency commission for both Real Estate and/or Vehicle lead Real Estate programs. In this role, the individual will be responsible for the daily monitoring of program deliverables and tasks, monitoring and trending account tracking, notice production, file exchanges, insurance premium and refunding, escrow administration and the forced place insurance activity of our mid-level revenue producing accounts. It is expected that this role encompasses strong professionalism and solid proven skills in client management. This role is expected to manage a minimum of 15-18 Accounts totaling $2-$3.9m dollar of Net Agency Commission.

• Job Duties and Responsibilities:

• Review, monitor and take action where warranted on Key Performance Indicators associated with Vehicle and Real Estate Risk Management Activities to assigned Client Portfolio.
• This will include but is not limited to: Tracking and Notice activity, Cycle Activity, Notice Caps, Billing Files and File Exchanges, Premium, Billings and Refunds.
• Proactive monitoring of activities associated with Compliance and Regulatory performance including but not limited to; Notice timings and process, certificate insurance and funding, Flood and Escrow tracking and payments, state specific and client specific tracking services, Client and Borrower Complaints, activities that impact the end consumer
• Ensure that the Program is adhering to KPI’s and where warranted investigate and remedy activities that would negatively impact the client experience, financial and compliance aspects of the program for both the Client and the Company.
• Must be well versed and experienced in the technical aspects of Risk Management based program monitoring and performance.
• May be requested to monitor the first 90 days of Production for Mid-Level Accounts as they exit Client Onboarding and move to Production- Proactively handle opportunity areas associated with a newly on boarded client

• Will serve as the single point of contact for Mid-Level accounts in the identification, escalation, monitoring, and resolution of Risk Management level Tracking and Escrow Service issues and opportunities.
• Must navigate efficiently and effectively areas of performance gaps that negatively impact the Client and Consumer associated with our product and services
• Must be knowledgeable in the contract terms and obligations including Service Level Agreements with the Client and ensure areas of deficiency are properly identified, escalated and resolved.
• Will be responsible for the creation, authoring, presenting and monitoring of Client Experience Smartsheets, Action Plans and assist with Remediation Plans where areas of opportunity are identified and results are being monitored to ensure adherence and correction.
• Ensure the escalation and communication of opportunity gaps to internal team members that are responsible for the Client including the Specialist, CRRM, RVP or others
• Will proactively escalate to management those issues that are not meeting the SLAs for resolution and correction to ensure organizational escalation and attention where warranted.

• Will be responsible for the scheduling, agendas, Smartsheet materials, updating INFOR CRM and ongoing monthly, weekly, or bi-weekly Client Experience meetings including pulse checks focused on Client Retention and Engagement.
• Proactively communicate client sentiment, performance, activities, and challenges with internal and external teammates included but not limited to; CRRM, RVP, Specialist and Lender Support
• Attend where appropriate quarterly and annual Risk Management Review with corresponding Field Service CRRM/RVP.
• Maintain all Client facing interactions, actions, performance, plans, agendas and meeting notes in INFOR CRM and Client Folders and Cataloguing System
• Deliver ongoing Client Sentiment Activities in assigned tools
• Attend Client scheduled meetings and presentations as required

• Deliver Professional and Proven Level Client Training and ongoing Program and Communication support associated with the following:
  • Unitrac
  • CenterPoint
  • SmartSheet
  • My Insurance Info.Com
  • Billing Reviews
  • Premium Reviews
  • Refund Reviews and Reports
  • Service Summary
  • GPGL Exchanges
  • SFTP File Exchanges
  • Weekly, Biweekly Cycle Reports
  • Tracking Reports
  • Loan Level Detail Reports

• Qualifications (Education, Experience, Certifications & KSA):

• Bachelor’s degree and 0-2 years of directly related experience or High School Diploma and 4-6 years of directly related experience required
• Position requires a minimum commitment to 12 months in the role before posting within Allied Solutions and outside the department can be considered.