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Relationship Manager

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The Manager, Relationship serves as a liaison between Freedom Mortgage and its Managed Vendors, ensuring excellent customer service and client satisfaction. They set a clear vision for the development of the relationship.  This individual is responsible for managing Vendor Relationships, developing account plans, and delivering proposals.  This position must work with the Company’s internal lines of business to ensure highest quality performance on the managed portfolio.   Responsible for independent decisions around service quality and works as the sales force to present the opportunity to new potential business.

Essential Job Functions:

  • Presents the opportunity of subservicing to potential clients
  • Works with Offshore Providers to ensure Adherence to Process, Procedures, and delivery of Clear Title
  • Helps develop and maintain the Vendor Network
  • Meets regularly with the core team to review, reflect, and strategize about how to improve the Relationship and serve the client. Seeks client feedback on the Company’s performance. Follows up on agreed actions and ensures team members meet their commitments.
  • Perform Pipeline Reviews to ensure Velocity and Quality of Delivery. 
  • Conduct Weekly Performance Reviews against SOW SLAs and adjust strategies based on results
  • Identifies areas of operating deficiency, errors and omissions or unfavorable patterns and trends which represent risk to the subservicing relationship.
  • Can articulate core value and Personal value, both how the team is delivering against contracted-for results and also how the team is adding value to the key executives it is working with.
  • Assist in identification of business drivers and trends as well as development and execution of strategic plans to address trends on the subserviced portfolio.
  • Identifies, mobilizes, and delivers into the relationship the right people, solutions, resources, and ideas from across the Company.
  • Balances dedication to clients with objectivity and independence. Always acts in the client’s best interest.
  • Builds strong relationships with executive decision makers and influencers.  Ability to work well with all lines of business.
  • Understands and can articulate the client’s most critical issues and challenges.  Is forward looking, actively working with the client to help define his/her agenda.

  Other Related Duties:

  • Performs other related duties as assigned .




To perform this job successfully, an individual must be able to perform each essential function 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 of the job.

Client managers should also have knowledge of, or experience working, in the mortgage banking industry.  Must have strong communication and negotiation skills, as well as solid presentation skills. The ability to operate computer software, such as Microsoft Office suite is required.

Education and/or Experience:

Bachelor's degree (B.A.) from four-year College or University; or one to two years related experience and/or training; or equivalent combination of education and experience. 1-2 Years Title Insurance Industry Experience Required.  Job candidates should have demonstrated abilities to exceed goals, provide excellent customer service, build long-term relationships, and work in a team-oriented environment.

Language Skills:  

Ability to read and comprehend instructions, correspondence, memos, and workplace policies. Ability to analyze, interpret general business periodicals, professional journals, procedures and governmental regulations. Ability to write professional correspondences. Ability to write routine business reports. Ability to speak effectively with other employees and/or customers. Ability to present formal information in one-on-one and small group situations to customers and employees. Ability to present information and respond to questions from groups of administrators, managers, employees, customers and/or the general public.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages. Ability to apply mathematical concepts to practical situations.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.  Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Certificates, Licenses, Registrations:

None required

Physical Demands :

The physical 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.  While performing the duties of this job, the employee is frequently required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee may occasionally lift and/or move up to 25 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Employer’s Rights:

This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks and functions listed in this job description. The employer has the right to revise this job description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.