Client Services Manager-West

Location US-PA-Coraopolis
ID
2021-1676
Category
Valuations
Type
Full Time

Overview

The Manager of Client Services is responsible for supporting and implementing a strong client experience from order receipt to order delivery.  This person is responsible for assisting with initiatives which continually improve and optimize our appraisal processes.  The Manager of Client Services is assigned specific clients whom they are responsible for.  It is their responsibility to manage all orders for this client, handle escalations, reporting, invoicing and client initiatives.  This individual will communicate directly with the VP of Client Services on all matters related to the client.

Responsibilities

  • Proactively monitors, analyzes and evaluates the efficiency, consistency, accuracy and
    cost-effectiveness of all appraisal operations, specific to clients assigned, by reviewing productivity reports, backlogs, compliance checklists, service complaints and other
    assessment tools/materials
  • Identifies and recommends opportunities for improvement and develops plans to implement operational improvement
    • This person will need to lead by example and get involved in problem resolution
    • Provides operational leadership to promote and achieve high productivity as well as high quality customer service; monitors production, quality and timeliness of workflow for all appraisal processes specific to clients assigned
    • Establishes accountability through monitoring of performance benchmarks
    • Exhibits the ability to anticipate and or identify issues that inhibit the attainment of production and performance goals
  • Must foster a team oriented work environment with excellent problem solving and root cause analysis abilities
    • A positive attitude coupled with a can do and proactive approach to assignments will carry significant weight in the selection process
  • Day-to-day client interaction including all client escalations
  • Client reporting to include daily, weekly and monthly reporting needs
  • Invoicing
  • Assist in Valuation Connect and client audits to include but, not limited to data gathering, ad hoc reporting and data analytics
  • Participate and interact with clients during site visits at various locations within Valuation Connect and/or client facilities
  • Coordinate with Transaction Managers and Valuation Managers to build a dynamic cohesive valuation team
  • Support daily communications with all departments within Valuation
  • Collaborates with business partners to design and organize valued processes and to ensure continuous improvement of overall efficiency and quality of appraisals
  • Administer policies established by Executive Management
  • Ability to communicate effectively, both verbally (including strong public speaking and presentation skills) and in writing
    • Excellent verbal and written skills are critical in day-to-day communication with clients and internal staff
  • To remain consistent and in alignment with Valuation Connect vision, direction and business strategies
  • Utilize quantitative tools to identify bottlenecks and develop processes to remediate
  • Ability to analyze detailed data, think strategically about the industry and apply to the direction of the company
  • Evaluate monthly operations statistics and make recommendations to ensure that all productivity and service agreements are for designated clients
  • Assists with ongoing operational projects including client coordination
  • Performs other duties as required and assigned

Qualifications

  • A Bachelor’s Degree in accounting, finance or real estate is preferred, unless prior requisite experience has been achieved
  • Five years in any type of Appraisal Operations and Management carries significant weight
  • Strong sense of urgency is required with the ability to multitask in a dynamic demanding environment
  • Strong Outlook, Word, Excel and PowerPoint skills required
  • Ability to plan, organize and schedule own work
  • Must be able to follow established guidelines to accomplish tasks and solve routine problems with ability to handle referring non-routine matters to a conclusion using professional judgment
  • Travel up to 10% of the time (potential on-site at client facilities and industry conferences and meetings

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