Commercial Account Management Liaison at Hubinternational

GENERAL DESCRIPTION (SUMMARY, SCOPE, PURPOSE)

Act as Mortgage Operations subject matter expert (SME) on assigned mortgage clients. Provide comprehensive and personal single-touch operational support to client(s) and Account Management. Maintains service standards in processing reports and managing projects.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Assist with tracking and reporting on all client-facing activities, recording key metrics and current projects/issues for onsite and/or online reviews, servicing guides.
• Support HFSDirect functions, including user set up, user training, technical troubleshooting, and client communication(s).
• Work with HFS management team on projects as necessary to provide internal and external client support, including but not limited to technical assistance, product and program training, project management, presentation coordination and preparation.
• Develop and maintain positive working relationships.
• Perform crisis management through prevention, resolution, and mitigation.
• Resolve escalated issues in a timely and professional manner.
• Identify and report areas of needed process improvement to immediate manager.
• Advocate on behalf of the client by identifying and implementing process or program improvements to improve efficiency.
• Perform routine check-in calls with assigned client’s key operational personnel.
• Maintain, report and manage minimum department performance quality with all work, including required data processing.
• Assist with major sales proposals and presentations as requested.
• Maintain a working knowledge and grow expertise in mortgage insurance tracking and lending.

The essential duties contained in this job description reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned by management, including work in other functional areas to cover absences, equalize peak work periods or otherwise to balance the workload.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Detail oriented
• Ability to supervise office operations and multiple tasks
• Requires a working knowledge of Windows computer environment & Office software
• Training and management experience
• Ability to work in fast-paced, multi-tasking environment
• Prior data analysis experience
• Knowledge of mortgage agreements, lending
• Prior P&C Insurance, Mortgage, or Forced Placed Insurance related experience is a plus
• Requires a high school diploma or equivalent
• Skills testing may be required prior to an interview

LICENSING OR CERTIFICATION REQUIREMENTS

None required

PHYSICAL DEMANDS

The physical and environmental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

QUALIFICATIONS

To perform this job successfully, the incumbent must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform

the essential functions. These qualifications are considered without regard to race, religion, color, sex, national origin, disability, or any other characteristic protected by federal, state, and local law. If this position requires licensing or certification, the incumbent must maintain that license or certification by

meeting all continuing education and other requirements.

Department Account Management & Service

Required Experience: 1-2 years of relevant experience

Required Travel: No Travel Required

Required Education: High school or equivalent

HUB International Limited is an equal opportunity employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations.

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