Director-Client Account Management- Commercial Real Estate Payment Solutions

Join our team of over 5,000 employees globally, who provide the insights through data and next generation technology that help millions of people find, buy and protect the homes they love. From the beginning, CoreLogic has been driven by a single purpose – to innovate and create solutions that solve our clients’ toughest challenges in the housing market. CoreLogic is the trusted source for property intelligence, with deep knowledge of powerful economic, social, and environmental forces that promote healthy housing markets and thriving communities.

We apply that same dedication to creating a diverse and inclusive work culture that inspires innovation and bold thinking. A place where individuals can work on small teams, feel valued, and directly impact the real estate industry. We believe our team members are the best in the business, and we will continue to recruit, retain, develop and reward our most important asset – our people

What You'll Be Doing:

The Director, Client Account Management will provide direction, management, consultation and oversight of the teams that provide the following: operational support provided to all Commercial Tax clients, fielding of Commercial Real Estate Tax Service research inquires and claims, Commercial Tax client inquiries related to billing questions and adjustments, and handling of escalated calls and complaints escalated from the team or Customer Care Center.

Responsible for strategic planning and execution of operations, such as policy compliance, developing and implementing procedures, performance standards and training programs. Executes the vision for operational efficiency by optimizing workflow, addressing recurring defects, resolving recurring issues at root cause, and working through internal, external and third-party relationships to meet client requirements.

Is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities. Creates exceptional experience for new and existing clients who consume CoreLogic products, services and solutions.

Core duties include management and leadership of the team and processes for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include client satisfaction, speed of final response or resolution, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.

Key Responsibilities:

• Management of the Commercial Tax Account Management team.
• Transformation of operations with a digital first mind set by leveraging existing tools and technology and best practices.
• Suggest investment opportunities to drive modernization, automation, self-service that aligns with customer expectations and drives client satisfaction.
• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every interaction for maximum client satisfaction.
• Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development,
• Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement on behalf of our customers.
• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels.
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.
• Maintain high levels of employee engagement, reflected within the ongoing surveys. Develop and execute action plans based on results.
• Measures performance and productivity against benchmarks and provide guidance based on results.
• Assist management in developing action plans to improve performance productivity while maintaining quality service in all areas of customer service.
• Develop efficient and effective workflows, streamline customer support functions to improve operations and train appropriate staff. Assist in developing specific policies and procedures.
• Prepare assessment related to workflows and procedures and provide recommendations on areas of improvement to increase efficiencies and streamline the customer support processes.
• Initiate and develop short and long range plans for areas of responsibility and participate in the development of corporate and strategic plans. Serve as a content expert to represent Commercial Tax Customer Experience on committees, initiatives and strategic planning.
• Develop and maintain strong relationships with other internal depts to effectively partner and collaborate with them on initiatives, issues, and escalations, as needed.
• Collaborate with appropriate functional business partners on the on-boarding, implementation and management of new clients
• During new business implementations, plan, develop and implement operational workflows, recruitment and selection of staff, training and management reporting.
• Prepare customer support responses to RFPs for new business, renewals, and/or added services, as required.
• Evaluate and analyze the customer support functions to ensure compliance with policies and compliance with regulatory agency guidelines and standards.
• Complete special projects as required.

What’s in it For You:

• Large (~$2B revenue) formerly public information services and data business
• Durable cash flow and profitability regardless of changes in macroeconomic conditions
• Company certified as a global "A Great Place to Work."
• Hybrid working model- 1 day in the office a week for “moments that matter” and the rest of the time can be remote.
• Competitive compensation and benefits!
• Career path for continued professional growth.
• Working with leaders that care about your professional growth!
• Access to our world class self-development portal, centered around you as the employee. We take pride in our work and believe in cultivating a work environment that supports and values our greatest asset: our talented employees.

Job Qualifications:

• College degree preferred or equal combination of education and experience.
• Strong Commercial Tax operations knowledge
• Knowledge and understanding of account management principles, practice, methods and techniques.
• Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models and scheduling.
• Exceptional ability to develop and manage results-oriented recruiting and training programs.
• Measurable experience in managing and growing profitable satisfied client relationships and/or relevant account management experience.
• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations.
• Agile transformation agent who thrives on change management.
• Technical Skills: Advanced user of Microsoft Productivity Tools, working knowledge with mainstream CRMs, Operational systems, Ticketing/Customer Service Systems/Platform
• Excellent negotiation, interpersonal, verbal and written communication skills.
• Experience in planning, developing and implementing communication and education programs/materials.
• Experience in planning, developing and implementing new client accounts, programs, products or services in real estate, financial or technology sectors.
• Minimum of 7 years management experience to include planning, developing, implementing and managing a varied functions and working with onshore, nearshore, offshore and managed services models.