Job Description

Our client in the insurance industry is seeking a Client Services Manager to join their team. 

The Client Services Manager, reporting directly to the Assistant Vice President (AVP). The ideal candidate will exhibit a strong client-centric approach, possess extensive experience in Customer Service, Operations, and People Management within the real estate and mortgage sectors.

Responsibilities: 

• Lead and oversee the daily operations of the Client Services team.
• Identify and rectify processing errors across all lender programs.
• Collaborate closely with Customers, Business Optimization, IT, and internal stakeholders to enhance operational efficiency.
• Drive operational deliverables on key projects.
• Manage standard and ad hoc reporting requirements.
• Propose and coordinate necessary process improvements based on analysis.
• Proactively communicate issues, escalations, and obstacles related to operational deliverables to the AVP, Client Services.
• Maintain proactive, regular communication on Service Levels, Volumes, and Customer concerns.
• Ensure comprehensive documentation and communication of all instruction, document delivery, and review processes.
• Identify training needs and research training opportunities for support staff.
• Meet department productivity and quality goals, providing suggestions for process enhancements to drive efficiencies.
• Handle recruitment, performance evaluation, and coaching.
• Oversee staff orientation and development plans in alignment with company policies and guidelines.
• Provide leadership and guidance to team members, fostering a work environment that encourages fairness, consistency, respect, and teamwork.
• Conduct regular team meetings to establish goals and monitor performance, engaging the team in goal achievement.
• Provide leadership to ensure the operational success of the Client Services team, particularly during periods of change.

Qualifications: 

• Minimum of five (5) years of progressive experience in financial services, preferably within a legal department.
• At least three (3) years of experience in team management and leadership.
• Proficiency in Microsoft Office Suite (Word, Outlook, Excel, PowerPoint, Project, and Visio).
• Strong team player with a positive attitude, initiative, and a commitment to achieving success.
• Quick learner with a strong customer focus and experience collaborating across different departments.
• Ability to set and drive objectives independently with minimal supervision.
• Excellent written and verbal communication skills, capable of delivering training materials to various audiences.
• Proficient in conflict resolution and negotiation, with superior interpersonal and organizational skills.