Job Summary
The Project Manager will oversee client experience inquiries related to mortgage loan origination and servicing, ensuring efficient issue resolution and maintaining client satisfaction.
This role requires tracking, managing, and documenting inquiries in proprietary systems, collaborating with internal and external stakeholders, and upholding company, legal, and regulatory standards.
Key Responsibilities Investigate and resolve client experience issues during mortgage loan origination and servicing processes.
Input, update, and close all inquiries within firm systems; organize and archive supporting documentation.
Review and investigate client complaints and draft response communications per company, legal, and regulatory guidelines.
Provide updates on inquiries to Private Bankers, Financial Advisors, Operations personnel, and other partners as needed.
Support management by conducting reviews of specific inquiries and developing training on inquiry procedures.
Manage inbound calls/emails from clients, the sales team, and third-party vendors.
Generate and deliver monthly and ad hoc reports for senior management.
Build and maintain strong relationships with internal and external partners.
Ensure third-party vendors deliver high-quality customer service to clients.
Perform additional assignments as directed by management.
Required Qualifications Minimum of 5 years' experience in mortgage originations or operations.
Bachelor's degree required.
Strong written, verbal, interpersonal, and analytical skills.
Ability to manage projects and processes independently.
In-depth knowledge of the mortgage industry, including originations and regulatory requirements.
Strong organizational and time management skills, with an ability to prioritize effectively.
Preferred Qualifications Experience in a legal or compliance-focused role.
Proven ability to negotiate and influence stakeholders on deliverables and timelines.
Education: Bachelors Degree