Client Engagement Specialist - TruHome Solutions*

SUPERVISES:

Not applicable.

GENERAL FUNCTIONS:

Manage efficient onboarding of new client partnerships, new client programs, and new client employees. Build strong relationships at all levels of the organization to ensure that others complete the work that our client has requested. Maintain an understanding of the products and services of the organization and have the ability to solve the client's major business needs and issues with the services offered. Maintain a strong understanding of the mortgage programs within credit union clients. Work with appropriate resources to execute assigned deliverables. Maintain daily communication with clients by understanding needs of the clients and working with the appropriate internal departments to deliver high quality service to credit union partners.

PRINCIPAL ACCOUNTABILITIES:

Manage and oversee client implementation projects to ensure smooth onboarding experience pre and post go live for the client and internal departments.
1. Responsible for coordinating and facilitating client visits including scheduling internal meetings, making reservations, preparing agendas, and taking meeting notes.
2. Manage client relations inbox and ensure timely follow up for task assignment and completion.
3. Responsible for tracking and creating awareness surrounding tolerance cures, QC reporting findings or other pipeline maintenance issues.
4. Organize and coordinate content for quarterly engagement calls with Manager of Client Acquisitions and Success.
5. Responsible for professional and accurate communication to keep clients up to date on activities within the organization and mortgage industry changes that are pertinent to the client.
6. Work with other departments to ensure the workflow or process is providing the best service to our credit union clients and their members.
7. Identify training opportunities for clients and assist the training department in priority and coordination. Assist with training when necessary.
8. Maintain PowerPoint Presentations and webinar links for both training/implementations.
9. Prepare and send announcements, reminders, and webinar links utilizing Constant Contact.
10. Help coordinate welcome gifts, anniversary gifts, and holiday gifts to clients
11. Promotes honest and open communication throughout the company
12. Demonstrate behaviors that are consistent with the company's values, philosophies, and leadership characteristics.
13. Other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES:

1. Strong ability to communicate effectively in writing and orally.
2. Strong project management skills with a proven track record for executing complex projects.
3. Ability to lead and direct the work of others.
4. Ability to interact with all levels of management within TruHome Solutions as well as the clients of TruHome Solutions.
5. Ability to self-initiate areas of opportunity, make recommendations for improvement, and follow-up as necessary to achieve desired results.
6. Must provide high level of verbal and written communication skills, reasoning skills, project management, workflow analysis and problem-solving abilities.
7. Must be detail oriented with the ability to maintain an organized workload.
8. Must have strong professional presentation communications skills and have the ability to present a positive image of self and TruHome Solutions.
9. Ability to resolve interpersonal conflict and miscommunications.
10. Knowledge of spreadsheet software and ability to use word processing and PowerPoint software.
11. Ability to maintain a high level of confidentiality.
12. Must be able to be bonded.
13. Must be able to manage multiple projects simultaneously.

PHYSICAL ACTIVITIES:

In this position, individual will be expected to lift up to 20 pounds from time to time. Also, must be able to stoop, bend, reach or stand for extended periods of time

WORKING CONDITIONS:

This position is expected to work in general office environment and may have to travel for visits to other credit union facilities or for training purposes.

EDUCATIONAL/EXPERIENCE REQUIREMENTS:

Bachelor's degree is required. Financial institution or mortgage banking operational experience that equals to at least 2 or more years. In-depth understanding of how the mortgage originations and operational process works. Prior experience managing clients in a service environment is recommended.