Director, Client Experience bei Essex Mortgage

Job Description

Job Summary:

This position is on-site only (Ocala, FL).

The Director, Client Experience is responsible for leading all aspects of client engagement, satisfaction, and retention within the subservicing division. This role ensures that every client, from onboarding through daily portfolio management, receives a transparent, responsive, and high-touch experience that reflects the company’s standards of excellence.

Core Competencies:

• Demonstrates exceptional relationship management skills, fostering trust and collaboration with subservicing clients, investors, and internal teams
• Deep understanding of mortgage servicing operations, including loan administration, escrow, default, cash management, and investor reporting functions
• Strong communication and presentation skills, with the ability to translate complex servicing data into clear, actionable insights for clients and executives
• Strategic thinker with a client-first mindset who balances operational priorities, compliance, and long-term relationship growth
• Skilled in SLA management, issue escalation, and proactive client communication to ensure alignment and service consistency
• Proficiency with servicing systems, client reporting tools, and CRM or portfolio management platforms
• Analytical and detail-oriented, capable of interpreting servicing metrics, client performance dashboards, and operational KPIs to identify trends or improvement opportunities
• Empathetic leadership style that promotes collaboration, transparency, and accountability across client-facing teams
• Ability to lead cross-functional initiatives that enhance the overall client experience, reduce response times, and streamline communication
• Upholds the company’s pillars of Leadership, Raving Fans, Transparency, High Performance, and Tenacity, ensuring every client interaction embodies these core values
• Demonstrates business acumen to balance operational service quality with financial performance and client profitability
• Builds credibility through data-driven communication and consistent delivery of measurable results
• Champions innovation by leveraging technology and automation to enhance client visibility, reduce friction, and strengthen satisfaction

Supervisor Responsibilities:

Leadership

• Provide strategic and day-to-day leadership to the Client Experience and Relationship Management teams, ensuring exceptional client service delivery
• Mentor and develop staff into confident client advocates who understand operational processes and can communicate them effectively
• Establish a culture of ownership and accountability, empowering team members to resolve issues quickly and maintain proactive client communication
• Foster collaboration with internal leaders across Servicing, Default, Cashiering, and Loan Administration to ensure alignment and seamless execution of client needs
• Align team performance objectives with company growth targets, ensuring staff understand the link between client satisfaction and portfolio retention

Raving Fans

• Ensure each client receives timely, transparent, and accurate information regarding their portfolios and operational performance
• Promote a service model that prioritizes responsiveness, reliability, and partnership, ensuring clients view the organization as an extension of their own servicing team
• Encourage team members to anticipate client needs and identify opportunities to enhance the client experience

Transparency

• Maintain open, consistent communication with clients and internal stakeholders on performance metrics, SLAs, and emerging trends
• Oversee the creation and distribution of client scorecards, monthly business reviews, and audit responses
• Promote cross-departmental collaboration to ensure accurate and transparent reporting across all client touchpoints
• Ensure internal stakeholders understand client expectations and contractual obligations to promote consistent delivery and accountability

High Performance

• Establish performance goals, KPIs, and SLAs for the Client Experience team and monitor results regularly
• Identify trends in client feedback and develop strategies to enhance operational efficiency and service satisfaction
• Lead initiatives to implement technology, process improvements, or automation that strengthen client servicing outcomes
• Regularly review client performance metrics and internal SLAs, taking corrective action to maintain exceptional service standards

Tenacity

• Lead by example in resolving escalated client concerns or performance issues swiftly and effectively
• Demonstrate resilience in navigating complex servicing challenges, ensuring client confidence and long-term retention
• Inspire a results-driven environment that continually pushes for excellence and innovation in client experience

Duties/Responsibilities

• Oversee the end-to-end client experience for all subservicing relationships, ensuring consistent delivery of exceptional service and adherence to contractual SLAs
• Serve as the primary executive contact for assigned subservicing clients, managing escalations, strategic discussions, and ongoing relationship health
• Lead the onboarding process for new clients, ensuring seamless transitions through coordination with Loan Administration, Data Integration, Escrow, Default, and Accounting teams
• Conduct regular client performance reviews, including monthly and quarterly business reviews, to present key performance metrics, portfolio insights, and action plans for improvement
• Collaborate with operational leaders to identify and resolve systemic issues, ensuring timely root-cause analysis and prevention of repeat occurrences
• Partner with Investor Reporting, Accounting, and Technology teams to ensure data accuracy and timely delivery of client reports and remittances
• Monitor and track client satisfaction through surveys, feedback sessions, and relationship scorecards, identifying areas of opportunity and implementing targeted improvements
• Oversee and refine escalation protocols to ensure rapid resolution of client concerns and transparent communication throughout the process
• Collaborate with internal audit and compliance teams to ensure client interactions, data sharing, and portfolio reporting meet regulatory and investor requirements
• Support business development efforts by participating in client presentations, prospective partner meetings, and due diligence discussions
• Drive technology and process initiatives that improve client transparency, self-service capabilities, and reporting efficiency
• Maintain awareness of market trends, regulatory changes, and investor updates that may impact client portfolios or service delivery models
• Provide ongoing coaching, training, and performance evaluation for the Client Experience and Relationship Management teams
• Partner with leadership to develop and execute strategic plans focused on client retention, expansion, and platform scalability
• Contribute to the company’s reputation as a premier subservicer by fostering client relationships built on integrity, transparency, and measurable results
• Own overall client relationship health, including satisfaction scores, issue turnaround times, and SLA adherence metrics
• Oversee preparation and accuracy of client-facing reports, investor data summaries, and audit packages
• Partner with Legal and Compliance to review client contracts, service level requirements, and renewal opportunities
• Monitor cost-to-serve metrics for each client and collaborate with Finance on profitability analysis
• Support the build-out of technology solutions — such as client dashboards, AI-driven performance summaries, and automated SLA alerts — to elevate transparency and efficiency
• Maintain readiness for investor, regulatory, and client audits, ensuring all servicing data and communication meet contractual and compliance standards
• Contribute to marketing and client growth initiatives by providing thought leadership on client communication, reporting design, and service delivery models
   

Education and Experience

• Bachelor’s degree in Business, Finance, or related field required; master’s degree preferred
• Minimum of 10 years of experience in mortgage servicing, with at least 5 years in client relationship management, subservicing, or servicing operations leadership
• Demonstrated expertise in servicing functions including Loan Administration, Default, Escrow, Investor Reporting, and Call Center Operations
• Proven experience managing high-value client relationships in a regulated financial services environment
• Strong knowledge of GNMA, FNMA, FHLMC, FHA, VA, and USDA servicing requirements, as well as subservicing contractual standards
• Experience building and mentoring high-performing client experience or relationship management teams
• Proficiency in servicing systems (such as FICS Mortgage Servicer), CRM tools, and client reporting platforms
• Strong financial and operational acumen with the ability to analyze data, identify trends, and communicate results to clients and executive leadership
• Demonstrated success in driving client satisfaction, retention, and growth through proactive engagement and transparent communication
• Excellent written and verbal communication skills, including experience preparing and presenting to executive and board-level audiences
• Strong project management and organizational skills, with experience leading cross-functional initiatives and client implementations
• Commitment to the company’s pillars of Leadership, Raving Fans, Transparency, High Performance, and Tenacity in all client and team interactions
• Experience supporting or leading subservicing RFP responses, client onboarding projects, or service contract renewals preferred
• Prior experience partnering with product or technology teams to define and enhance client-facing tools or reporting systems a plus

Computer and Equipment Skills

• Intermediate in Microsoft Office programs (Word, Excel, PowerPoint)
• Word processing (speed and accuracy)
• MSP or FICS’ Mortgage Servicer a plus
• Email
• Internet software
• Use typical office equipment (computers, fax, phones, copiers, scanners, projectors, etc.)

Physical Requirement:

• Vision (with or without correction) sufficient to read a computer screen and to operate office equipment
• Clear speaking voice on the telephone, in person, and recorded
• Hearing within normal ranges in noise environments typical of office
• Able to sit for long periods of time at computer or other work-station and in meetings
• Able to use computers and operate equipment
• Able to lift 10 pounds occasionally unassisted

EEO Statement: As part of our dedication to the diversity of our workforce, Essex Mortgage is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, national origin or ancestry, sex, gender, gender identity, gender expression, sexual orientation, age, physical or mental disability, medical condition, marital/domestic partner status, military and veteran status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.

Qualifications