Director of Client Services bei Dovenmuehle Mortgage, Inc.

Full time; Exempt

Location; Lake Zurich, IL, US 

Hybrid Role preferred. Partially onsite in Lake Zurich, IL Headquarters

Department: Client Services

 Dovenmuehle Mortgage, Inc. (“Dovenmuehle”) is the leading mortgage subservicing firm in the United States with several hundred financial institution clients nationwide.

General Description: 

Dovenmuehle is looking for a forward-thinking Director to guide our team of Account Relationship Managers in building and expanding lasting partnerships with financial institution clients. In this role, you will be responsible for overseeing day-to-day team operations and ensuring our customers receive a remarkable, results-driven service. You will also establish and refine an iterative, collaborative framework that empowers the team to continuously deliver on our client-centric objectives. The ideal candidate is a motivating leader with a strong background in relationship management, team growth, and strategic planning within a financial services setting.

Essential Functions and Duties:

Work with executive management at Dovenmuehle to provide superior service to financial institution clients, addressing inquiries, managing requests, and resolving issues in a timely manner.

•  Develop metrics and implement software for Account Relationship Managers to provide superior service to financial institution clients, addressing inquiries, managing requests, and resolving issues in a timely manner.
• Develop and implement strategies for team performance, ensuring consistent high-quality customer service and achievement of relationship management goals.
• Monitor team performance metrics, set individual and team goals, and provide regular feedback to foster a high-performing and engaged team.
• Adoption and use of digital based technologies is critical to the scaling, impact and cost effectiveness of the business.
• Lead business planning for respective client verticals aligned with the company's overall strategic direction.
• Manage/oversee the operational aspects of the portfolio delivering satisfaction, quality assurance, and performance metrics for client accounts.
• Partner with Product Management to ensure that our product is understood and positioned well by the Client Managers.
• Function as the escalation point for complex client issues or disputes, offering guidance and solutions to ensure customer satisfaction.
• Aggregate and prioritize customer data and feedback to identify trends, opportunities for service improvements, and potential risks to relationships.
• Create and deliver presentation materials to show team performance, measured improvement, and client satisfaction metrics to senior management and other stakeholders.
• Train, mentor, and develop Account Relationship Managers to enhance their skills and support their professional growth.
• Prepare regular reports on team performance, client satisfaction, and business growth, presenting them to senior management as required.
• Keep abreast of industry trends, best practices, and regulatory changes to maintain compliance and competitive advantage in the financial services space.
• Leverage CRM systems to manage and track client interactions, ensuring effective relationship management and follow-up.
• Drive continuous improvement by working actively with cross-functional teams to innovate and find ways for the Managers to increase productivity.

• Successfully complete annual regulatory compliance training.
• Performs other related duties as assigned. 

  Required Qualifications:

• Minimum 10 years in leadership roles at a high performing finance/consulting/software company or equivalent, focused on technology enabled transformations in the Professional/Customer Services sector. 
• Demonstrated success leading and growing a team of individual contributors.
• Excellent verbal and written communication skills, including the ability to chair sessions and host webinars.
• Including digital transformation design, implementation, and management.
• Strong executive relationships with C-Level executive leaders.
• Preferred: Demonstrated success in integrating with other internal account functions and external partners. 
• Successful history of managing high performing teams, meeting, or exceeding customer KPIs and expanding offerings with clients.
• Fanatical about customer success and obsessed with driving long-term customer value and product adoption.
• Highly data-driven with commitment to drive business outcome and value realization across the portfolio.

Preferred/Other Qualifications:  

• Experience as a Financial or Mortgage Banking executive.
• Knowledge of financial, banking or mortgage servicing software and platforms.   

 Benefits

• Medical, Dental, Vision, Wellness, Flexible Spending Account, 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 is regularly required to communicate (give/receive information) through multiple methods of communication. 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 with hands and arms. The employee may occasionally climb or balance; stoop, kneel, or crouch; or lift and/or move up to 25 lbs. The noise level is usually moderate and typical of an office environment. The employee may be required to use a variety of standard office equipment, including computer keyboards and monitors, phones, printers, etc.  

In accordance with applicable disability laws, Dovenmuehle works with applicants and employees to make reasonable accommodation to the job or work environment when doing so will enable a qualified individual with a disability to satisfactorily perform the essential functions of the job.