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Job Postings

• Client Sales and Service Manager
• Account Manager
• Client Service Coordinator
• Partner Relations Coordinator
• Regional Account Manager

EQUITY OFFERS MANY EMPLOYEE BENEFITS, INCLUDING BUT NOT LIMITED TO:
Competitive salary structures
Quarterly bonus program
Blue Cross/Blue Shield Medical insurance
Dental Insurance
401k program with company match
Life insurance
Paid time off
Sick time
In-house training
Management development and career coaching
Health club discount
Free parking

Client Sales and Service Manager

Job Summary:
This position is responsible for oversight, development and maintenance of client relationships. Duties include impact on organizational initiatives by visits and consistent communication with customers to increase base business growth and account retention. The Client Sales and Service Manager ensures continued growth and profitability of assigned customers through a proactive contact strategy and management of the process within their service team. The Client Sales and Service Manager must have the ability to quickly build rapport with customers to resolve issues and/or questions regarding products, services or pricing to obtain maximum customer satisfaction.

Essential Functions:

• Establish and maintain relationships with customers as well as increasing business
• Manage customer feedback and handle fee issues
• Initiate daily contact with customer to communicate transactional status
• Assume ownership of service successes and failures
• Work with service team to evaluate productivity levels needed to meet customer expectations
• Personnel management responsibilities within team
• Continual evaluation of current service processes for improvements
• Training and growth of team members
• Ownership of team dashboard metrics
• Transactional duties including scheduling, preliminary HUD preparation, HUD and package quality reviews and other production duties as needed
• Post closing resolution and follow up
• Monitoring and managing team workflow

Minimum requirements:

• 3 to 5 years of account management and supervisory experience preferred
• Sales background helpful
• BS/BA degree preferred
• 2-3 years customer service experience required
• 6 months to 1 year experience in Client Services Coordinator role

Abilities required:

• Ability to manage in a diverse environment with focus on client and customer services, entrepreneurship and building and growing a strong business
• Strong decision making and problem solving skills
• Ability to perform in a fast paced environment and multi task
• Must have demonstrated success in management of client relationships and have ability to 'close' opportunities
• Must be professional, organized, courteous, and have a high level of attention to detail
• Strong interpersonal skills, assertive communication skills and confidence
• A team player with the ability to create and maintain strong peer relations
• Personnel management capabilities including daily management and performance assessments, goal setting

Account Manager:

Purpose: The Account Manager plays a critical role in maintaining and growing our Select Accounts. These are existing accounts that Equity has brought on as a business partner. The Account Manager acts as a liaison between Equity’s service team and the account to ensure that we are meeting the accounts expectations.

Primary Functions and Duties:

Summary: Responsible for maintaining and growing Select Accounts. Must be able to quickly build rapport with the customer. Also must be able to clearly articulate customer’s needs and desires to help improve current services or help to create new services.

• Manage existing accounts through frequent direct interactions (in-person visits, phone or email)
• Maintain customer information: company, initiatives, business needs
• Obtain feedback on Equity’s performance
• Probe for new opportunities
• Ask for the customer’s business
• Identify potential problems and escalate to appropriate parties for resolution
• Develop recommendations for process and service improvements
• Work with Team Leader to ensure service team performance matches our Service Level Agreement
• Collaborate in the creation of new accounts (working with VP of Sales and BPE)
• Implement plans to retain and grow accounts
• Create and maintain quarterly account budget

Qualifications:To perform the job successfully, an individual should demonstrate the following competencies/skills.

• Show strong initiative and desire to succeed
• Excellent interpersonal skills
• Excellent phone and communication skills
• Customer focused
• Must show professional demeanor when dealing with accounts

Client Service Coordinator:

Purpose: Assist in the team effort in providing superior customer service to our customers. Accomplish business objectives through continued development and growth within team. Manage customer expectations and ensure communication of critical customer sensitive issues throughout the process.

Job Summary: The primary goals of the Client Service Coordinator are to provide supportive services for clients. This position is responsible for providing high-quality coordinated services, information, and work product to clients along with superior customer service. The coordinator is responsible for managing customer expectations through established service level standards and ensuring communication of critical customer sensitive issues throughout the process. This role coordinates daily work flow of incoming files by ensuring all aspects of the closing process are performed according to the customer’s expectations and ensuring that the team effort and goals are being accomplished.

Summary of essential job functions: The primary goals of the Client Service Coordinator are to provide supportive services for clients. This position is responsible for providing high-quality coordinated services, information, and work product to clients along with superior customer service. The coordinator is responsible for managing customer expectations through established service level standards and ensuring communication of critical customer sensitive issues throughout the process. This role coordinates daily work flow of incoming files by ensuring all aspects of the closing process are performed according to the customer’s expectations and ensuring that the team effort and goals are being accomplished.

• Client Contact as it relates to coordinated services
• Opening new files
• Obtaining Tax and Payoff data for individual transactions
• HUD-1 Settlement Statement Preparation
• Closing Document Review and Preparation
• Ensuring customer requirements and services levels are met
• Reviewing closing transaction details with clients and other parties to transaction
• Ensures accuracy of all critical information being delivered to clients
• Participates openly in client service team meetings

Minimum requirements:

• BS/BA Degree preferred
• 1-2 years customer service or sales experience preferred

Abilities required:
Must be professional, organized, courteous, and have a high level of attention to detail
Must be able to handle multiple priorities and meet deadlines
Must exhibit strong customer service skills
Strong interpersonal skills, assertive communication skills and confidence
A team player with the ability to create and maintain strong peer relations
Proficient in Microsoft Office

Partner Relations Coordinator:

Job Summary: Assist in the team effort in interviewing and assessing the qualifications of existing and prospective service partners e.g., title examiners and closing agents. Ensure that a high level of service is consistently performed by our service partner network.

Summary of essential job functions:

• Interviewing prospective title examiners and closing agents and qualifying them for our vendor network
• Coordinate service partner training by walking them through our transaction process to ensure that standards, policies, and procedures are adhered to
• Negotiating fees with new service partners
• Contacting existing service partners and reporting any incidents of nonperformance and dissatisfaction
• Provide input to the Director of Service Partner Network regarding the evaluation of service partners, with respect to performance and compliance with Equity’s requirements and regulations
• Manage diverse service partner relationships effectively to mutual benefit of both Equity and the service partner

Minimum requirements:

• BS/BA Degree preferred
• 1-2 years customer service or sales experience preferred

Abilities required:
Networking and Partnering/Relationship building - experience in building client and partner relationships
Job Knowledge - Extensive knowledge of the loan scheduling process, closing process, and title process
Customer focus/apathy - ability to relate to and focus on the customer=s requirements and help meet their needs
Superior Customer Service skills - Exhibits positive attitude towards the service partner and works to build strong relationships
Problem Solving - Gathers and analyzes information skillfully; Develops solutions
Leadership Exhibits confidence in self and others. Inspires and motivates others to perform well through example
Planning and Organization - Ability to prioritize, plan ahead and manage time, people, and processes efficiently
Proficient in Microsoft Office

Regional Account Manager:

Purpose: The Regional Account Manager plays a critical role in growing our customer base within a specified region. The primary goal is to find any/all new accounts for Equity within a specific region.

Primary Functions and Duties:

Summary: Responsible for finding and closing new accounts. Must be able to prospect, cold call, quickly build rapport with the customer, and message Equity’s specific value proposition to that customer’s needs.

• Cold call any/all potential customers within a specified region
• Probe for new opportunities
• Ask for the customer’s business
• Create and Implement territory plans to find and retain accounts
• Create and maintain quarterly territory budget
• Deliver recommendations to improve our services and help to implement change

Qualifications:To perform the job successfully, an individual should demonstrate the following competencies/skills.

• Show strong initiative and desire to succeed
• Excellent interpersonal skills
• Excellent phone and communication skills
• Aggressive, self starter
• Customer focused
• Must show professional demeanor when dealing with accounts
• Influence & Persuasion skills
• Professional knowledge of the title, closing and lending process
• Self-directed, sound judgment and self-confidence
• Ability to travel and work evenings when needed
• Ability to collect and organize data in order to make recommendations on service improvements and/or marketing messaging
• Ability to multitask and prioritize to make sure you are working on what is most important
• Ability to affectively work with various personality types at multiple levels within an organization, i.e. Owner, manager, loan officer, processor

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