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Western Alliance Bank · 2 months ago

Client Success Specialist

United States

Full-time

Remote

Mid, Senior Level

$62K/yr - $77K/yr

5+ years exp

AmeriHome Mortgage, a subsidiary of Western Alliance Bank, is seeking a Client Success Specialist (CSS) to facilitate an exceptional experience for home borrowers while assisting with the mortgage loan process. The role involves overseeing loan processing workflows, ensuring compliance with regulations, and collaborating with various departments to enhance performance and borrower satisfaction.

BankingFinanceFinancial Services

Responsibilities

Monitor loan processing workflows, identify bottlenecks, and implement process improvements to increase efficiency and ensure we are meeting Loan Disclosure Timelines as well as close of escrow deadlines

Ensure all loan documentation is complete, verified, and accurate, adhering to AUS findings, program parameters, and regulatory requirements

Manage the daily pipeline, ensuring loan lock and closing dates are met. Report on performance metrics

Collaborate with internal departments to meet key loan deadlines, including loan lock and closing dates. Manage pipeline reporting and key dates

Provide ongoing coaching and training to sales support, ensuring consistency in procedures and compliance with lending regulations

Collaborate closely with loan officers to structure loans accurately and finalize loan details for closing

Proactively manage borrower communication to ensure a smooth and positive experience, answering questions, addressing concerns, and resolving issues promptly

Monitor team performance, providing regular feedback, coaching, and development to ensure high productivity and exceptional service

Prepare and present performance reports to senior leadership, tracking operational efficiency, loan pipeline status, and borrower satisfaction

Foster a collaborative environment between sales and operations to ensure alignment on goals and a unified approach to meeting customer and company objectives

Stay updated on changes in mortgage regulations and assist with training Distributed Retail colleagues on new guidelines and procedures

Train and update colleagues on policy changes, loan procedure updates. Collaborate with Compliance to inspect and ensure Distributed Retail is adhering to Regulations

Assess borrower needs and provide personalized consultation on loan options that align with their financial goals

Backup for calls and emails from Affinity Channels

Ability to originate and self-source Loans from start to finish

Assist Loan Officers and act as a resource

Additional tasks as needed