Account Executive 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 subservicing relationship, in concert with the assigned account managers, for all assigned subservicing accounts. Enhance corporate communication and strengthen relationship through in person meetings primarily at the subservicing client’s offices. Nationwide travel, 25% up to 40% . Gauge overall satisfaction of the client, identify operational and relationship concerns and communicate those concerns internally at Dovenmuehle and coordinate appropriate actions and response. 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 annual contact and, if necessary more frequently, with assigned accounts through in person meetings to assess client’s overall satisfaction with the subservicing relationship, service quality issues, client management and strategic changes, market and competitive intelligence.
• Coordinate with account manager and department manager on response and action items discovered during in person meetings from assigned accounts and from other non-assigned accounts if requested by department and senior management.
• Coordinate periodic relationship reviews with the client management 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 department management.
• Evaluate use of optional services by each assigned client to ensure optimum service levels as appropriate for each client. Coordinate with account manager, department and company resources to educate client management and staff on various products, services and processes
• Provide another point of escalation for clients to obtain assistance in addition to the account manager and Dovenmuehle management.
• Prepare trip summaries for DMI Senior Management, department management and assigned account manager that communicates all important topics discussed during the in person meetings and rates the client’s overall level of satisfaction with the subservicing relationship.
• Provide guidance and assistance to account managers.
• Monitor assigned accounts throughout the year for changes in strategy, activity, management and issues through internal reports and ongoing updates from account managers and department management.
• Assist department management in projects and process improvements for the department, the company and the clients.
• Assist account managers and department with clients needing special attention as identified by department and senior management.
• Successfully complete annual regulatory compliance training.
• Performs other related duties as assigned.
Required Qualifications:
• Bachelor’s degree or equivalent experience
• Minimum 5+five years of experience in mortgage servicing, mortgage banking, commercial banking or cash management.
• Past experience managing account relationships at senior levels required.
Preferred/Other Qualifications:
• Excellent research and analytical skills. Excellent written and verbal communication skills.
• Effective organizational and negotiating skills.
• Graduate degree.
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 machine, computer printer 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.