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Top 50 Customer Relationship Manager Skills

Below we've compiled a list of the most important skills for a Customer Relationship Manager. We ranked the top skills based on the percentage of Customer Relationship Manager resumes they appeared on. For example, 10.8% of Customer Relationship Manager resumes contained Customer Service as a skill. Let's find out what skills a Customer Relationship Manager actually needs in order to be successful in the workplace.

These Are The Most Important Skills For A Customer Relationship Manager

1. Customer Service
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high Demand
Here's how Customer Service is used in Customer Relationship Manager jobs:
  • Develop advanced negotiation skills while providing quality customer service to dissatisfied customers with assistance from dealer personnel.
  • Enforced quality and customer service standards; analyzed and resolved customer service problems.
  • Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.
  • Received several awards for excellent customer service abilities.
  • Provided customer service for General Motors customers.
  • Advanced customer service working with General Motors employees, customers, and dealerships, including empowerment to provide goodwill to customers.
  • Address special projects, as needed, to improve customer service to streamline work flow, issues, and concerns.
  • Performed collections and concierge customer service for Bank of America customers at Sykes Enterprises in Fort Smith, Arkansas.
  • Provided management support to all facets of the company including sales, customer service, purchasing and warehouse logistics.
  • Provided customer service with the ability to build productive relationships, resolve complex issues and win customer loyalty.
  • Recognized as Five Star rated JD Powers Customer Service Representative in 12 consecutive months.
  • Created an Excel-based Customer Service job order tracking calendar replacing the paper version.
  • Received Quality Achievement Award for superior customer service, twice, with bonus.
  • Lead team to provide superior customer service, quality and production.
  • Demonstrated mastery of customer service call script within specified time frames.
  • Collect payments to cure delinquency, and provide exceptional customer service.
  • Expressed excellent customer service skills throughout the term of employment.
  • Addressed customer service inquiries in a timely and accurate fashion.
  • Handled 95+ inbound customer service and retention calls daily.
  • Multi-faceted role combining strengths in creative design, customer service, operations and software.

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482 Customer Service Jobs

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2. Technical Foreclosure Questions
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high Demand
Here's how Technical Foreclosure Questions is used in Customer Relationship Manager jobs:
  • Responded to technical foreclosure questions on a timely and accurate basis.
  • Subject matter expert (SME) for technical foreclosure questions.
  • Answer technical foreclosure questions and respond to customer calls within established timeframe.

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3. Customer Relationships
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high Demand
Here's how Customer Relationships is used in Customer Relationship Manager jobs:
  • Develop customer relationship strategies, including growth and retention plans - Cultivate customer relationships throughout various departments, including Executive levels.
  • Develop strong customer relationships and manages assigned customers to result in high levels of customer satisfaction.
  • Developed and maintained strong customer relationships with more than 500 distributors located throughout five-state territory.
  • Developed, maintained, and nurtured key customer relationships generating repeat business.
  • Strengthened customer relationships to generate new business and secure the existing portfolio.
  • Worked on deepening customer relationships through the ability to make personal connections.
  • Developed and promoted collaborative vendor-customer relationships resulting in improved customer relations.
  • Manage customer relationships and customer retention.
  • Manage offer strategy, campaign planning, expense tracking and creative development to increase product growth and customer relationships.
  • Develop, deepen, and retain customer relationships through either inbound or outbound contact.
  • Developed -email marketing campaigns to drive sales, increase awareness, built customer relationships.
  • Coach and mentor potential future prospects, build and maintain customer relationships.
  • Served as back-up for Head Customer Relationships Manager during period of absence.
  • Develop and build strong customer relationships.
  • Cultivate and maintain on-going customer relationships while maintaining a high degree of professionalism.
  • Cultivate and maintain on-going customer relationships both internally and externally.
  • Cultivated and maintained on-going customer relationships.
  • Maintain key customer relationships resulting in national account retention, upsells, and case studies.
  • Cultivate and maintain on-going customer relationships in the mortgage industry.
  • Key Responsibilities: Provided on-going customer relationships and experiences.

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39 Customer Relationships Jobs

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4. Repayment Plans
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high Demand
Here's how Repayment Plans is used in Customer Relationship Manager jobs:
  • Utilized communication skills advising customers about liquidation and retention options such as: modifying, repayment plans, or short sales.
  • Monitored trial payments, repayment plans, special forbearance's, wire transfers, payments, deposits, advances, etc.
  • Educated customers with options such as repayment plans, special forbearance, modifications, short sale, or foreclosure.
  • Assist customers with monthly mortgage payments, repayment plans, and trial modification period.
  • Oversee and monitor accounts for trial payments, including lengthy repayment plans.
  • Provided options such as repayment plans and special forbearance to qualifying customers.
  • Drafted repayment plans in the Loss Mitigation Plan (LMP) program.
  • Process payments for borrower's on trial modification or repayment plans
  • Processed all require paper work for Modifications and Repayment plans.
  • Qualify, prepare and monitor Formal Repayment Plans.
  • Documented notes in the customer-facing system and monitored accounts for trial payments, including lengthy repayment plans and special forbearances.
  • Educated homeowners on their best options such as repayment plans, special forbearances, modifications, short sales and foreclosures.
  • Utilize a working account knowledge to develop and negotiate repayment plans * Document customer file with all communication and collection efforts
  • Prepare loan modifications, update and monitor accounts for trial payments, including lengthy repayment plans and special forbearances.
  • Worked on Subprime reinstatement options to include but not limited to: Negotiating and formulating repayment plans.
  • Work with other associates with non customer facing activities including repayment plans and special forbearance programs.
  • Experience with MHA process and prequalification's, as well as repayment plans.
  • Monitor accounts for trial payments, lengthy repayment plans and special forbearances.
  • Set up repayment plans and forbearances for qualified customers.
  • Assist the homeowners with applying for loan modifications, repayment plans or special forbearances programs .

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5. Lieu
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high Demand
Here's how Lieu is used in Customer Relationship Manager jobs:
  • Negotiate terms of liquidation workouts as well, such as Short Sales, Deed in Lieu's or Cash for Keys.
  • Determine and advise options available, modification, reinstatement, repayment plan, short sale, deed in lieu, foreclosure.
  • Educate customers on options such as Payment Plans, Modifications, Short Sale, Deed in Lieu, or Foreclosure.
  • Achieved this by working through the process of modification, short sale, deed in lieu and foreclosure auctions.
  • Acted as a liaison between borrowers, underwriters, attorneys, short sale, and deed in lieu departments.
  • Collaborated with Underwriter, Short sale, Deed in Lieu to reduced bank looses and achieve default resolution.
  • Resolve diverse issues including but not limited to Escalations, liquidation, deed in lieu and short sales.
  • Review 250-300 files per month, for Modification, Forbearance, Short Sale, Deed in Lieu.
  • Worked closely with the foreclosure, short sales, deed in lieu, and bankruptcy departments.
  • Conduct counseling when appropriate for other options deed-in-lieu, short sale, and foreclosures.
  • Work Deed in Lieu, short sale, foreclosure, bankruptcy and mediation files.
  • Worked with the customer through modification, Short Sale, or Deed in Lieu.
  • Monitor customers that are in Liquidation (Short Sale or Deed in Lieu).
  • Assisted borrowers through loan modification, short sale, deed-in-lieu, and foreclosure process.
  • Provide status updates on modification review, short sale, and deed in lieu.
  • Discussed alternative exit strategies such as Short Sale or Deed in Lieu.
  • Act as liaison to the short sale and deed in lieu departments.
  • Worked as a liaison for the Short Sale and Deed-in-Lieu department.
  • Oversee mortgage risk processes that include document validations, default loans, short sale/deed-in-lieu, and foreclosure.
  • Explored alternatives to foreclosures such as modifications, short sale, deed in lieu and reinstatements.

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6. Loss Mitigation
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high Demand
Here's how Loss Mitigation is used in Customer Relationship Manager jobs:
  • Explained various loss mitigation products and services including Traditional and Non-Traditional Loan Modifications to distressed homeowners.
  • Provide updates and communicate decisions about loss mitigation, foreclosure avoidance, and foreclosure solutions.
  • Relay communication to borrower of loss mitigation solutions available based on homeowner's financial affordability.
  • Required thorough knowledge of entire loss mitigation waterfall from special forbearance to foreclosure.
  • Developed internal relationships to work closely with team members to facilitate loss mitigation.
  • Collected and monitored customer payments, keep the customer informed of the status throughout the loss mitigation process.
  • Manage loss mitigation and recovery and identify solutions for customer with 1st and 2nd lien mortgage accounts.
  • Informed customers of loss mitigation alternatives such as a Short Sale and Deed in Lieu.
  • Serve as the single point of contact for customers through the entire loss mitigation process.
  • Handled & distributed all incoming faxes and mail to team members in loss mitigation department.
  • Provide counseling and education to aid the customer through the Loss Mitigation process.
  • Correspond with attorneys to retain information needed to complete the loss mitigation process.
  • Advised borrowers of current account status and next steps in loss mitigation process.
  • Monitored accounts through the loss mitigation for FHA, VA, USDA segments.
  • Follow regulated loss mitigation processes to handle default and high-risk customers.
  • Determined Making Homes Affordable program and loss mitigation options.
  • General knowledge about the entire loss mitigation process.
  • Monitor accounts through loss mitigation closing process.
  • Complete financial interview to determine eligiblity for loss mitigation consideration.
  • Build internal relationships and work closely with a team to facilitate loss mitigation options for customers.

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7. Loan Portfolio
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high Demand
Here's how Loan Portfolio is used in Customer Relationship Manager jobs:
  • Managed loan portfolios of foreclosure loans according to investor, state, government agency and bankruptcy/foreclosure code guidelines.
  • Handled foreclosure postponement escalations* Managed customers loan portfolios until a home retention modification decision is reached.
  • Serviced complete mortgage loan portfolios of customers & documented multiple systems of record.
  • Managed loan portfolio valued at over $1 Billion.
  • Monitor loan portfolios for credit performance and quality.

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8. Forbearance Plans
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high Demand
Here's how Forbearance Plans is used in Customer Relationship Manager jobs:
  • Prepared necessary documentation to complete repayment plans, forbearance plans and Loan Modification Agreements in accordance with Investor/Insurer Guidelines.
  • Established repayment plans and special forbearance plans for qualified borrowers.

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9. CRM
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high Demand
Here's how CRM is used in Customer Relationship Manager jobs:
  • Audited client information in MS CRM daily to ensure accuracy and to add to reference-able client and top 100 clients lists.
  • Team lead responsible for CRM strategy and execution for US, Canada and Latin America across the PlayStation product portfolio.
  • Assist CRM government personnel with project intakes, and facilitating these intakes through the approval process to become IT projects.
  • Promoted from a CSR-residential and business to Inside B2B Rep, to Outside B2B Rep to CRM.
  • Managed the implementations of a variety of CRM, ERP and ECM enterprise applications for various customers.
  • Led team of 15 team members implementing CRM software packages at mid-size and large companies.
  • Managed ongoing data-cleanup, migration and purge activities facilitating transition to MS CRM suite.
  • Served as the starting point for a CRM servicing a newly assigned account.
  • Utilized years of CRM experience in building a great client customer experience.
  • Researched potential clients and updated their profiles in CRM software.
  • Managed a CRM annual budget of $500K.
  • Managed performances and supervised 12-16 CRM associate.
  • Managed auditing of data changes within CRM.
  • Started as an associate, advance to 2nd tier, then trainer, then CRM.
  • Designed and implemented UI for performing bulk operations easily for design and maintenance of CRM target segment creation.
  • Led teams implementing CRM technology solutions for clients in Hi-tech and Communications industries.
  • Created, assigned & completed tasks within the Salesforce CRM tool.
  • Increased efficiencies by leveraging ingredient brand CRM initiatives for BPG.
  • Created and maintained CRM Process Flows document which describes all necessary job responsibilities for the CRM.
  • Attained reseller Certification and created VAR relationship with Mobius DCM, ASG Cypress ECM and NetSuite CRM ERP solutions.

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518 CRM Jobs

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10. FHA
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high Demand
Here's how FHA is used in Customer Relationship Manager jobs:
  • Obtained and reviewed financial documentation to make sure it was in compliance with FHA, VA, USA modification guidelines.
  • Support the servicing of FHA mortgage loan customers requesting modification, short sale, deed in lieu assistance.
  • Generated Modification, Repayment plan, and SFB terms FHA, Non-HAMP loans, and NACA loans.
  • Case management of 200 to 300 FHA mortgage customers in the loss mitigation or default servicing cycle.
  • Ensured proper FHA/HUD guidelines were met to ensure quality files were submitted for underwriting review.
  • Managed a portfolio over 500 with a concentration in loan modification for bankruptcy FHA.
  • Required expertise specific to investor segment, FHA, VA, SFO & HFI.
  • Manage Loss Mitigation heavy pipeline of 50+ loans through FHA Home Retention.
  • Worked directly with Underwriter to prepare a case for FHA loan rehabilitation.
  • Position required knowledge of FHA, VA and conventional loans.
  • Processed FHA Loans by denying or accepting the HUD Extension.
  • Managed the FHA/VA and Conventional processing and closing team.
  • Handle USDA and FHA according to HUD guidelines.
  • Manage over 380 FHA loans in portfolio.
  • Have mitigated losses in the FHA, SFO, NHRP, HFI investment portfolios.
  • Single point of contact for 200+ FHA loans.
  • Managed 500 FHA accounts, directing modification process Educated consumers on debt management to avoid foreclosures
  • Identified borrowers needs and offered solutions in accordance with FHA policies to guarantee the best customer experience.
  • Manage ongoing FHA/VA, Hamp and existing loan accounts.
  • Achieved Incentive on Monthly Basis Exemplary Customer Service Specialized FHA Loans

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11. Financial Statements
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high Demand
Here's how Financial Statements is used in Customer Relationship Manager jobs:
  • Analyzed credit bureau information, collateral valuation reports, tax returns, financial statements, property insurance declaration pages.
  • Review applications, analyze personal/business financial statements and tax returns and ensure all required documentation for accuracy.
  • Analyzed financial statements and pertinent information to determine creditworthiness for customer requests.
  • Prepared appropriate financial statements, and obtained appropriate documents from clients.
  • Prepare detailed budget reports and financial statements for various clients
  • Reviewed and analyzed financial statements.
  • Review and analyze loans, financial statements, and other financial information to make quality decisions on loans.
  • Obtained and compile copies of loan applicants, credit histories, corporate financial statements and other financial information.
  • Analyze financial statements, tax returns, and credit reports.
  • Evaluated financial statements, applicable ratios and credit reports.
  • Analyze financial statements and Income Calculations to determine best workout solution.
  • Review financial statements, credit reports, tax returns, applicable ratios (i.e.

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2 Financial Statements Jobs

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12. Pre-Validation Document
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high Demand
Here's how Pre-Validation Document is used in Customer Relationship Manager jobs:
  • Assist with non-customer facing activities such as pre-validation document checking, impounding escrow and investor approvals.
  • Worked closely with support staff to accomplish pre-validation document checking, impounding, escrow, and investor approvals.

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13. Bankruptcy
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high Demand
Here's how Bankruptcy is used in Customer Relationship Manager jobs:
  • Assist customers in bankruptcy, litigation and mediation and follow up with attorneys to forward files to our Legal Specialist.
  • Manage relationships within various default departments such as foreclosure, bankruptcy, collections, REO, etc.
  • Interpreted and applied the guidelines for the treatment with loans that are in active and discharged bankruptcy.
  • Worked directly with bankruptcy attorneys to reach a modification fair to the homeowner and to the bank.
  • Served as the single point of contact for distressed home owners through foreclosure and bankruptcy cases.
  • Informed consumers of their rights and options when dealing with bankruptcy and foreclosure issues.
  • Worked with foreclosure and Bankruptcy Attorney in negotiating fees, postponing foreclosure sales.
  • Handled calls from customers who are in the process of bankruptcy.
  • Assisted customers that were in active and discharged bankruptcy.
  • Managed both general and bankruptcy FHLMC loans.
  • Assist homeowners through the bankruptcy process.
  • Attend Bankruptcy Mediation conference hearings; providing status information and resolution to these highly Profiled accounts.
  • Managed a portfolio of default loans, which included loans that were delinquent, under bankruptcy, foreclosures, and REOs.
  • Managed and maintained a pipeline of 225 or more loans for borrowers who are in active/discharge bankruptcy, litigations and mediation.
  • Specialize in handling highly escalated loans including Bankruptcy, Litigation, Advocacy, NACA and State Mediation.
  • Process Support Specialist I Analyzed and reviewed FHA Bankruptcy files for loan modification workouts.
  • Minimized the risk for the bank concerning bankruptcy, litigation and mediation issues.
  • Managed of a portfolio of more than 500 Government, Bankruptcy and servicer accounts in the Home Loan Servicing Department.
  • Handled inbound calls for Bankruptcy and PMI accounts .
  • Ordered foreclosure reinstatements, Researched misapplied payments Assisted foreclosure and Bankruptcy loans .

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14. Loan Modifications
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high Demand
Here's how Loan Modifications is used in Customer Relationship Manager jobs:
  • Analyze customer's financial status, credit, and property evaluations to determine feasibility of granting loan modifications.
  • Focused on document validation and responsible for obtaining necessary vital information for mortgage loan modifications and Refinances.
  • Evaluate and implement mortgage retention assistance for homeowners seeking loan modifications.
  • Gathered all documents necessary for underwriting for loan modifications.
  • Conferred with customer regarding loan modifications.
  • Submitted loan modifications for approval.
  • Handle more complex levels of transaction related to Loan Modifications with limited supervision to complete daily tasks and duties.
  • Assisted customers with loan modifications, short sale, deed and lieu process, and coordinate work pipe-lines
  • Processed routine transactions, documented loan history for loan modifications, and put in progress payment arrangements.
  • Assisted customers with applying for various types of loan modifications in person and over the phone.
  • Maintained High marks on competencies based on performance requirements Underwriting research, loan modifications, collections.
  • Submit file to Underwriter, speaking with Investors on approval or denial of Loan Modifications.
  • Educated & processed loan modifications, short sales, and deed in lieu's.
  • Educated customers on the loan modifications process according to their situation.
  • Execute quality reviews of loan modifications for our bankruptcy clients.
  • Demonstrated expertise in loan modifications specific to the investor segment Served as a liaison to administrative areas within the bank
  • Insure accuracy, working towards loan modifications, Adherence to call monitoring guidelines
  • Update financials and review loans to determine customer's eligibility for Loan Modifications, Special Forbearance Programs and CIC's.
  • Processed Refi's and Loan modifications.
  • default, loan modifications, document validation, NPV modeling, and second mortgage modifications).

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15. Appropriate Course
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average Demand
Here's how Appropriate Course is used in Customer Relationship Manager jobs:
  • Display professionalism when communicating realistic customer expectations and determined appropriate course of action.
  • Analyze request in accordance with established guidelines and determine appropriate course of action
  • Verify documents according to guidelines and determine appropriate course of action.
  • Provided customer service, which includes interaction with internal and external customers and third parties to determine appropriate course of action.
  • Process and responds to routine transactions, documenting loan history and analyzing request in accordance with appropriate courses of action.
  • Utilized sales to determine appropriate course of action for clients and offer resolution.
  • Determine appropriate course of action that is allowable and Investor approved.
  • Followed FHA guidelines to determine the appropriate course of action.
  • Informed and enrolled students into appropriate courses.

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3 Appropriate Course Jobs

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16. Party Inquiries
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average Demand
Here's how Party Inquiries is used in Customer Relationship Manager jobs:
  • Responded to customer, investor, or other 3rd party inquiries; researching, preparing, and procuring documentation for underwriting.
  • Communicate with customers, investors and other 3rd party inquiries, researching, preparing and procuring documentation.
  • Responded to customer, investor, and other 3rd party inquiries.
  • Respond to customer, investor, or other third party inquiries.
  • Responded to customers, investors or 3rd party inquiries.
  • Responded to customers and third party inquiries.

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17. NPV
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average Demand
Here's how NPV is used in Customer Relationship Manager jobs:
  • Determine borrower eligibility for assistance / repayment plans (monthly income / NPV calculations).

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18. Broad Set
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average Demand
Here's how Broad Set is used in Customer Relationship Manager jobs:
  • Oversee a broad set of activities that include; managing a portfolio of customers in default.
  • Oversee a broad set of activities such as managing a portfolio of loans in default, loan modifications and document validation.

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19. Outbound Calls
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average Demand
Here's how Outbound Calls is used in Customer Relationship Manager jobs:
  • Handle high levels of Inbound and Outbound calls; including the Collections of past due loans and Customer Inquiries.
  • Handle inbound and outbound calls for delinquent homeowners to come up with a resolution to keep there home.
  • Maintain 99% call quality assurance for inbound and outbound calls to and from customers and 3rd parties.
  • Perform Kept Informed Routines & Collections Inbound and Outbound calls; resolved high-priority customer escalations & complaints.
  • Manage customer portfolio and address any questions or concerns via inbound and outbound calls.
  • Handled heavy inbound and outbound calls from customers, attorneys and other 3rd parties.
  • Answer inbound calls and initiated outbound calls to borrowers regarding loss mitigation options.
  • Take inbound and outbound calls, advising homeowners about their modification in process.
  • Answer all inbound and outbound calls from customers needing assistance with their mortgage.
  • Managed up to 550 FHA mortgage 1st lien mortgages via inbound/outbound calls.
  • Direct inbound and outbound calls, customer service, and payment collecting.
  • Serviced inbound and outbound calls in a large call center environment.
  • Answer inbound/outbound calls from Card Holders 5-180 days past due.
  • Fielded a high volume of inbound /outbound calls.
  • Handled 30 inbound/outbound calls daily from homeowners.
  • Handle both inbound and outbound calls.
  • Handle inbound/outbound calls from customers.
  • Make outbound calls to follow up with customers regarding missing documents, modification Status and decisions from underwriting.
  • Averaged 80+ inbound and/or outbound calls per day using an auto dialer telephone system.
  • Receive incoming calls from homeowners as well as make outbound calls to homeowners .

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20. Business Partners
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average Demand
Here's how Business Partners is used in Customer Relationship Manager jobs:
  • Work in a relationship-based environment; manages relationships within the internal department and with external business partners.
  • Forged win-win relationships with internal operating groups, business partners and customers.
  • Developed valuable relationships within internal departments, business partners, and customers.
  • Manage relationships within different internal departments and with numerous business partners.
  • Managed and coordinated efforts with internal and external business partners.
  • Managed relationships with internal departments and third party business partners.
  • Updated files and reach out to other business partners' to move files forward and provide a solution to the homeowner.
  • Track and manage existing orders by contacting and liaising with internal and external business partners to ensure customer satisfaction.
  • Developed proposals, pricing and customized applications to present with field sales team and D&B business partners.
  • Establish and cultivate long term relationships within the internal departments and with business partners as well as customers.
  • Utilize Lean principles while optimizing existing processes to maximize ROI for both business partners and Kroger technology.
  • Work close with all HR business partners on all leave cases and workers' compensation claims.
  • Serve as primary contact for bank clients acting as liaison between clients and internal business partners.
  • Formulate business plans, budgets, and processes between Kroger Technology and our various business partners.
  • Exchange information on pending matters and escalate issues to appropriate business partners as directed.
  • Collaborated with business partners as an ALS 2nd Lien subject matter expert.
  • Create and manage relationships within the internal department and with business partners.
  • Managed Southeastern United States account based of over 100 business partners.
  • Work with business partners to maintain cost/value satisfaction for customer.
  • Establish a network and relationships with external business partners.

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20 Business Partners Jobs

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21. Liquidation Options
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average Demand
Here's how Liquidation Options is used in Customer Relationship Manager jobs:
  • Partnered with Attorneys, litigation, mediation, and advocacy to acquire income verification documents for underwriting and other liquidation options.
  • Communicated with borrowers regarding result of retention loss mitigation workout approval process, explored liquidation options as appropriate.
  • Educated customers on the variety of loan assistance programs and available foreclosure avoidance and liquidation options.
  • Communicate with customer s retention and liquidation options to avoid foreclosure and answer technical foreclosure questions.
  • Assisted underwriting in document collection, to determine eligibility for retention, and liquidation options.
  • Provide customers with mortgage retention and liquidation options available in the foreclosure prevention process.
  • Communicate status updates, retention and liquidation options with sensitivity and professionalism.
  • Provided knowledge and educate the customer about retention and liquidation options.
  • Determine eligibility for modification or liquidation options for homeowners.
  • Review homeowners' completed documents to ensure it meets government and bank guidelines for retention or liquidation options to resolve delinquency.
  • Educated customers on various programs and options such as Repayment plans, Special Forbearance, Loan Modifications and Liquidation options.
  • Supported portfolio or loans in default, imminent loans with direction on loan modifications, liquidation options or reinstatement.
  • Maintained portfolios of over 100 customers while they were being reviewed for modification and liquidation options.
  • Managed a large portfolio of customers throughout default servicing whether it was retention or liquidation options.
  • Research and translate to the customer possible retention or liquidation options for their multiple mortgages.
  • Educated homeowners on the home retention and liquidation options that was available per their investor.
  • Help to prevent foreclosure with retention and liquidation options.
  • Update Borrowers financials to determine eligibility for retention or liquidation options.
  • Solicit borrowers that were not active loss mitigation files to discuss and offer retention work out options and or liquidation options.
  • Explained and discussed the entire "Waterfall" of retention and liquidation options.

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22. Fannie MAE
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average Demand
Here's how Fannie MAE is used in Customer Relationship Manager jobs:
  • Managed the appropriate actions that ensured compliance with Freddie Mac, Fannie Mae, federal laws and guidelines for delinquent customers.
  • Researched and analyzed all potential loan workout possibilities for in-house loans as well as Fannie Mae mortgage loans.
  • Responded and coordinated Audits performed by compliance such as FDIC, CFPB, Fannie Mae and Freddie Mac.
  • Reviewed files and trained other associates on Freddie Mac/Fannie Mae underwriting policy and procedure guidelines.
  • Manage my portfolio for Fannie Mae, Freddie Mac and Non-GSE modification intake process.
  • Complete understanding of Fannie Mae and Freddie Mac underwriting and required documents and guidelines.
  • Managed a portfolio of 200+ Fannie Mae/Freddie Mac loans.
  • Full knowledge of VA, FHA, Fannie Mae, SFI, SFO, Jumbo Loans, Conforming and Non-Conforming loans.
  • Average Pipeline of 500 loans including FHA, VA, Fannie Mae, Freddie Mac, SFO and HFI Loans.
  • Banded to service Freddie Mac, Fannie Mae, FHA, and VA loans.
  • Processed modification documentation for HAMP/ Non HAMP assistance for Fannie Mae, Freddie Mack, GMNA Program to avoid foreclosure.
  • Managed a portfolio of 700+ multi-lien Fannie Mae loans.

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33 Fannie MAE Jobs

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23. Internal Departments
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average Demand
Here's how Internal Departments is used in Customer Relationship Manager jobs:
  • Utilized Microsoft outlook and messenger for efficient communication within our internal departments and Third parties.
  • Partnered with internal departments and external vendors to troubleshoot and resolve operational systematic interruptions.
  • Coordinate workouts with applicable internal departments, when necessary.
  • Managed relationships between homeowners and internal departments for customer transitioned out of the homes due to default.
  • Functioned as the main point of contact between the borrower and internal departments.
  • Developed a strong bond and morale within internal departments and coworkers.
  • Work directly with customers, attorneys, realtors and internal departments pertaining to default, imminent default and loss mitigation options.
  • Provide ad hoc financial and aircraft related reports for Jet Management customers and internal departments.
  • Keep an open communication between the customer and all of the banks internal departments.

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1 Internal Departments Jobs

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24. Freddie Mac
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average Demand
Here's how Freddie Mac is used in Customer Relationship Manager jobs:
  • Managed Freddie Mac portfolio by examining and evaluating loan modification documents prior to being sent to underwriting for accuracy.
  • Established an understanding of Freddie Mae, Freddie Mac, FHA, VA, and USDA underwriting guidelines within workout.
  • Case Management Process Support II o Reviewed and analyzed documentation for Freddie Mac and Home Modification Loans.
  • Managed portfolios from numerous investors including facing foreclosure Freddie Mac, Bank private FHA and VA loans.

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25. Large Portfolio
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Here's how Large Portfolio is used in Customer Relationship Manager jobs:
  • Managed a large portfolio of delinquent loan accounts and customers utilizing multiple computer systems.
  • Manage large portfolio of customer Multi-Lien investors.
  • Managed Large Portfolio of borrowers while providing exceptional customer service to borrowers, clients, 3rd parties.
  • Serviced a large portfolio of customers both current and in default, varying from 150-400 files.
  • Commanded a large portfolio of clients to exceed monthly targets regarding individual and team performance.
  • Manage a large portfolio of over 400 customers through the loss mitigation cycle.
  • Managed a large portfolio of delinquent home loan mortgages to cure delinquency.
  • Manage large portfolio of mortgages that are current and in default.
  • Managed a large portfolio of loans through the default servicing cycle.
  • Managed large portfolio of customers within the Loss Mitigation process.
  • Manage a large portfolio of customers throughout the default processes.
  • Manage a large portfolio of loans in default.
  • Managed large portfolio of delinquent loans.
  • Managed a large portfolio of customers throughout the processes of Modification, Short Sale, Deed in Lieu and Foreclosure.
  • Complete knowledge of loss mitigation process while managing a large portfolio of Mortgagers throughout the default processing cycle.
  • Managed a large portfolio of customers throughout the default servicing lifecycle with expertise in loan modification.
  • Managed large portfolio of accounts throughout the default servicing lifecycle.
  • Default Servicing Complaint Resolution) Manage a large portfolio of customers throughout the default servicing lifecycle.

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26. Disposition Specialists
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Here's how Disposition Specialists is used in Customer Relationship Manager jobs:
  • Manage portfolio of delinquent loans in collaboration with loan modification and disposition specialists to determine solutions
  • Collaborate with loan modification and disposition specialists to determine individual account resolutions.
  • Manage a portfolio of 300 or more files in default by working with disposition specialists to determine solutions.
  • Worked with loan modification and disposition specialists to determine efficient solutions in a timely manner.

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27. Trial Payments
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Here's how Trial Payments is used in Customer Relationship Manager jobs:
  • Maintained trial payments and performed routine collections during trial period to permanent loan modification.
  • Monitor trial payments and follow customer's loan to successful permanent modification completion.
  • Monitor trial payments and perform collections routines during trial period and follows the customer's loan to a successful permanent modification.
  • Monitor accounts for trial payments and forbearance, assist with non customer facing activities including payoff demands and impounding escrow.
  • Completed collection calls for trial payments and modified payments, determined if a loan qualified for a forbearance or moratorium
  • Ensured that all trial payments are made timely in order for customers to receive a permanent modification.
  • Monitored approved modifications to ensure trial payments were made in full and on time as agreed.
  • Process payments and monitor accounts that are on trial payments in accordance with loan modifications.
  • Monitor loans for trial payments on repayment plans, special forbearance and modified loans.
  • Offer clients Trial payments, re-payment plans and manage accounts in the liquidation process.
  • Monitor account and collect trial payments to ensure perm documents have been completed.
  • Experience with creating modifications and trial payments.
  • Monitored and Processed Trial Payments.
  • Document notes in the customer- facing system and monitor Account for trial payments.
  • Monitor and collect trial payments or past duepayments.
  • Monitor accounts within trial payments, reinstatements, extensive repayment plans and special forbearances.

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28. Loan Applications
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average Demand
Here's how Loan Applications is used in Customer Relationship Manager jobs:
  • Analyzed loan applications to ensure regulatory requirements have been met.
  • Submitted loan applications to the underwriter for verification and recommendations.
  • Approve loans within specified limits, and refer loan applications outside those limits to management for approval.
  • Meet with applicants to obtain information for loan applications and to answer questions about the process.
  • Process Loan applications from initial set-up and to obtain the loan approvals within 30 days.
  • Compiled mortgage loan applications into the database for clients to review.
  • Modified mortgage loan applications and submitted the documents to the underwriter.
  • Processed loan applications for FHA, VA, and conventional loans.
  • Assisted branch with opening new home loan applications.

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29. Ensure Compliance
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average Demand
Here's how Ensure Compliance is used in Customer Relationship Manager jobs:
  • Reviewed and analyzed income documentation received in order to ensure compliance with modification standards and possible modification approval.
  • Documented and took all customers applications through architecture and security reviews to ensure compliance.
  • Audited accounts to ensure compliance with company and government regulations.
  • Follow up with borrower; ensure compliance in all areas; including Fair Credit; perform other related duties as assigned.
  • Reviewed loans to ensure compliance with Bank of America, Investor, and U.S. Treasury policies during the document collections process.
  • Supervised appropriate curing actions that ensure compliance with federal laws and guidelines in order to minimize losses and legal concerns.
  • Monitored trial payments and performed collections calls during the trial period to ensure compliance with the investor's guidelines.
  • Worked side by side with Process Support and Underwriters to ensure compliance with Federal Government guidelines are met.
  • Record and document all required systems set forth by Bank of America to ensure compliance and regulatory process.
  • Audited loans to ensure compliance with guidelines for the applicable programs and investors.
  • Conduct call audits to ensure compliance with regulatory, reputational and financial guidelines.

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404 Ensure Compliance Jobs

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30. Hamp
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low Demand
Here's how Hamp is used in Customer Relationship Manager jobs:
  • Served as champion and functional manager of customer management and sales management systems covering downstate and expansion regions.
  • Designated Team Champion, for extensive knowledge of document requirements and processing guidelines.
  • Championed coaching, role accountability and talent management strategies for agent population.
  • Educated and assisted customers with applying for various modification programs by utilizing HAMP, Non-HAMP, DOJ, and in-house modifications.
  • Tracked homeowner's adherence to FHA HAMP forbearance plan and directly intervened when a homeowner was at risk of default.
  • Assist customers with mortgage loss mitigation, including HAMP/Non-HAMP modifications, Short Sale and/or Deed in Lieu options.
  • Championed the store's social media, including training and managing a social media team to expand business.
  • Team Champion (Team Lead) to assist and motivate peers to meet departmental and team goals.
  • Obtained and monitored trial payments for HAMP and Standard loan modifications.
  • Complete understanding of HAMP and NON-HAMP Internally Guided modification guidelines.
  • Review all document for quality and completeness for HAMP.
  • Championed and grew implementation business by 100%.
  • Service loans both HAMP and Non- HAMP.
  • Evaluated whether or not they were processed in accordance with HAMP, Proprietary Modification or other applicable program guidelines and requirements.

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31. Phone Calls
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low Demand
Here's how Phone Calls is used in Customer Relationship Manager jobs:
  • Foster and maintain client relationships by conducting telephone calls and in-person visits with client representatives and decision-makers.
  • Developed interpersonal communication and problem solving skills through phone calls, live chat, and emails with customers and product manufacturers.
  • Receive inbound phone calls and internet chat sessions from customers and service their needs effectively and efficiently.
  • Trained new service desk technicians to ensure they were adequately prepared to take tier 1 phone calls.
  • Received and processed incoming phone calls from customer or client base.
  • Answer incoming phone calls and emails from credit card customers.
  • Forwarded telephone calls appropriately and follows up on return calls.
  • Handle daily outbound and inbound phone calls.
  • Answered phone calls and greeted customers.
  • Mortgage Customer Contact and Relationship Deepening- September 2010-July 2011 Duties Include: Answer inbound mortgage customer service queue phone calls.
  • Respond to all correspondence by; emails, phone calls, voicemail messages, and MOC requests daily.
  • Initiated all collection activities (telephone calls.
  • Ensured customer satisfaction at all time, received multiple thank you emails and phone calls from the clients.

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4 Phone Calls Jobs

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32. Imminent Default
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low Demand
Here's how Imminent Default is used in Customer Relationship Manager jobs:
  • Assisted homeowners with delinquent and or imminent default homeowners with document collections and processing loans for underwriting.
  • Provided support for portfolio of loans in default or imminent default with a focus on loan modification, document validation.
  • Review borrower's situation for reason of default or imminent default to determine the best workout.
  • Refine and manage a portfolio of imminent default loans with a focus in Loan Modifications.
  • Restructured mortgages that are in bankrupt, foreclosure, default, and imminent default.
  • Managed a portfolio of 450 FHA loans in default or subject to imminent default.
  • Provided solutions to homeowners who are in default or imminent default situations.
  • Assisted customers with delinquent and or imminent default customers.
  • Managed a portfolio of Imminent Default Loans.
  • Worked in specialized departments such as Imminent Default for prequalifications for a modification.

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33. Underwriting Guidelines
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low Demand
Here's how Underwriting Guidelines is used in Customer Relationship Manager jobs:
  • Ensured that all required loan modification documents as required meets underwriting guidelines.
  • Ensured compliance with company policies, underwriting guidelines and lending-program requirements.
  • Maintained internal underwriting guidelines and regulations within an acceptable time frame.
  • Research as well as prepare income documents to meet the Underwriting Guidelines for a NACA review.
  • Utilize and comply with underwriting guidelines i.e.
  • Collect documents based on the underwriting guidelines Assist customer with reinstatement calculation, repayment plans .

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34. Fnma
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low Demand
Here's how Fnma is used in Customer Relationship Manager jobs:
  • Monitor and document mass processed FNMA loans; modifications, short sales, foreclosures, deed and in lieu.
  • Clear conditions and issue to the terms of previously approved loans in accordance with FHLMC and FNMA.
  • Demonstrated ability to manage a portfolio with a concentration in loan modifications for HAMP and FNMA.
  • Implemented loss mitigation options under FNMA, FHLMC, GNMA and SFO/Private label investor guidelines.
  • Worked with customers to obtain documents required for MHA and FNMA modification review.
  • Relationship-based environment; knowledge of FHA, FNMA and FHLMC programs.
  • Worked with the following investors: Investors such as FHLMC, FHA, FNMA and Service for Others (SFO).
  • Experience working with FHA, GNMA, FHLMC, FNMA, VA and Conventional loans.
  • Review documentation for FHA, FNMA, FHLMC, VA and SFO loan types.
  • Followed FNMA, FHLMC, VA, FHA, USDA guidelines.
  • Work in the FNMA segment.
  • Managed 250 plus cases with multi-loans for FNMA, VA and FHA.
  • Worked directly with FHA, FNMA, FHLMC, and subprime loans.

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35. Financial Documents
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low Demand
Here's how Financial Documents is used in Customer Relationship Manager jobs:
  • Verified financial documents required from borrower in order to properly review borrower's for modification options.
  • Collect and review financial documents for accuracy and to process loan application from origination to closing.
  • Demonstrate executive decision making, review loan origination & financial documents pertaining to each specific account.
  • Retrieved notice of signed modification documents, ensured quality control review and financial documents.
  • Complete quality assurance reviews on financial documents submitted by borrowers prior to underwriting submission.
  • Review and process borrower financial documents according to the government and investors guidelines.
  • Requested, obtained, and reviewed financial documents for accuracy and completeness.
  • Review financial Documents and determine the need for a Home Modification/Liquidation.
  • Collected and reviewed financial documents in accordance with modification program guidelines.
  • Processed financial documents for traditional loan modifications for investors.
  • Interpret and analyze complex financial documents.
  • Ensured if all appropriate financial documents were received to support credit analysis for proposed credit line or not.
  • Work with the underwriters to help collect financial documents from borrowers to move their files toward a resolution.
  • Reviewed all financial documents provided by the borrower or ATP and ensuring they were eligible for loan modification.
  • Set high standards and provide expectations to clients for returning necessary financial documents used for retention review.
  • Perform welcome calls to determine borrower's interest and what financial documents are needed for review.
  • Collected financial documents; verified employment; and calculated various forms of income.
  • Collect financial documents and partner with underwriter until decision has been made.
  • Collect and review all financial documents for accuracy and fraud.
  • Managed a portfolio of 150 clients facing foreclosure Prepared and procured financial documents for completeness before Underwriting decision.

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36. Credit Reports
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low Demand
Here's how Credit Reports is used in Customer Relationship Manager jobs:
  • Executed loan modification procedures, including ordering credit reports, appraisals and preliminary title reports.
  • Order property reports and credit reports to properly assist with Loss Mitigation tools in order for client to maintain property.
  • Collected and processed documentation including credit reports, flood certificates, tax transcripts, bank statements, & employment history.
  • Assisted underwriting with various duties such as ordering BPO'S, foreclosure sale postponement, and pulling credit reports.
  • Obtained credit reports, inspections, surveys, and title work Contacted customer with any questions or concerns.
  • Executed the loan origination process, including ordering credit reports, appraisals and preliminary title reports.
  • Review credit reports, use multiple systems for tracking and gathering information for underwriting submission.
  • Review and pull credit reports via all 3 credit bureaus tools for all Borrower/Non Borrowers.
  • Pulled and analyzed credit reports, identifying subordinate liens and fact checking expense sheets.
  • Analyze credit reports and update according systems.
  • Pull Tax Transcripts and Credit Reports.
  • Reviewed borrowers credit reports to evaluate credit worthiness.
  • Reviewed tax returns, bank statements, and credit reports to verify credit history.
  • Verify paystubs, expense sheets, credit reports, profit and loss statements.
  • Order titles, pull credit reports, collect and review documents.

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37. State Regulations
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low Demand
Here's how State Regulations is used in Customer Relationship Manager jobs:
  • Verified and analyzed loan documentation including income and credit according to compliance with all applicable federal and state regulations.
  • Administer collection efforts within federal and state regulations and company policy.
  • Audited mortgage documents to ensure compliance with federal and state regulations.
  • Documented outbound and inbound calls in loan history systems and complied with authentication, privacy disclosures and state regulations.

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2 State Regulations Jobs

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38. Final Resolution
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low Demand
Here's how Final Resolution is used in Customer Relationship Manager jobs:
  • Assist with complex customer escalations to bring fair/final resolution.
  • Communicate with customers, as well as setting expectations, about loan status and decision, up to the final resolution.
  • Set expectations, about loan status and difficult decisions up to the final resolution.
  • Communicate with clients the expectation and loan status decisions up to the final resolution.
  • Provided a final resolution to each account.

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39. DIL
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low Demand
Here's how DIL is used in Customer Relationship Manager jobs:
  • Managed defaulted loans, Loan Modifications, Short Sale/DIL, 2nd Mortgage Modifications, NPV modeling, and document validation.
  • Performed diligent research for each application, uncovering and discovering delinquency of potential clients as well as high-risk cases.
  • Performed compliance reviews of Loan Modification/Short Sale/DIL or REO loans to ensure accuracy and completeness of transaction.
  • Assist borrowers on default with repayment plans, modifications, short sale or DIL process.
  • Experience with multiple investor loan modifications, second mortgage modifications, and short sale/DIL.
  • Resolved a $19,000 dispute by diligently researching a full year of billing records.
  • Reviewed and performed due diligence on borrower's financial information prior to underwriting.
  • Ensured loans adhere to program, compliance, due diligence and industry requirements.
  • Provided expert advice on modifications, short sales, DIL and foreclosure prevention.
  • Communicate with Process support, Underwriting and Closing Departments to ensure due diligence with the customer's profile.
  • Garnered increased employee output by providing diligent operations oversight for over 60 team members.

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40. Customer Complaints
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low Demand
Here's how Customer Complaints is used in Customer Relationship Manager jobs:
  • Resolved customer complaints and answered customers' questions regarding policies and procedures.
  • Resolved diverse issues including customer complaints and escalated calls.
  • Guaranteed positive customer experiences and resolved all customer complaints.
  • Handle and resolved high priority customer complaints and escalations originating in the Office of the Vice President.
  • Create cases and tickets to assist with the resolution of escalated and complex customer complaints.
  • Provide research and resolve customer complaints and issues in a timely and accurate manner.
  • Oversee the daily processing of assigned case customer complaints regarding mortgage servicing.
  • Respond customer complaints and communication with customer as soon as possible.
  • Handle customer complaints and take appropriate action to resolve them.
  • Handled escalated customer complaints by phone and mail.
  • Propose solutions in response to customer complaints.
  • Resolve customer complaints regarding sales and service.
  • Investigated and resolved wide-array of customer complaints and inquires, ensuring highest level of satisfaction.
  • Resolved any customer complaints in a professional manner
  • Resolved inbound customer complaints, disputes and inquiries Ranked in the upper percentile on the unit's end of year scorecard.
  • Handled escalated customer complaints and requests for the Office of the CEO and President of Bank of America Home Loans.
  • Address all customer complaints and escalated issues in a timely manner and provide problem resolution to the customer satisfaction.
  • Resolved customer complaints, boosted sales with frequent supply orders, attracted new business from patients and healthcare providers.
  • Manage complex customer complaints for General Motors Liaison between the consumer and the dealership in resolving concerns with their vehicles
  • Default Servicing & Complaint Resolution) Investigate customer complaints that have risen to the Office of the CEO and President.

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63 Customer Complaints Jobs

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41. Company Standards
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low Demand
Here's how Company Standards is used in Customer Relationship Manager jobs:
  • Represent company standards while establishing effective working relationships with clients and employees.
  • Follow and understand internal guidelines ensuring compliance with company standards.
  • Worked with secured customer information, and confidential information while complying with state and company standards.

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113 Company Standards Jobs

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42. Workout Options
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low Demand
Here's how Workout Options is used in Customer Relationship Manager jobs:
  • Educated customers on all required documentation to determine workout options.
  • Followed investor guidelines for implementing specific workout options.
  • Educate customers/assist with applying for workout options such as repayment plans, special forbearance, modifications, short sale and foreclosures.
  • Build and sustain relationships with imminent and defaulted clients to assist with workout options within HUD guidelines and deadlines.
  • Performed all doc collection activities for appropriate workout options, verified income, assets and credit.
  • Referred severely delinquent accounts for several workout options like: Modifications, Short-Refinances and Short sales.
  • Serve as the Single Point of Contact for Customers who are looking for workout options.
  • Submitted files to process support specialists to review for possible workout options.
  • Own all 90+ delinquent loans and contacted borrowers to pursue workout options.
  • Educated borrowers on available workout options, and explained next steps.
  • Advise and educate the Borrower of various workout options such as retention, deed in lieu, short sale and/or foreclosure.
  • Experience with MHA & Non-HAMP workout options within government /CONV/Subprime or other specialty modification programs.
  • Assisted clients in identifying and accessing best solutions and workout options.

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43. Difficult Decisions
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low Demand
Here's how Difficult Decisions is used in Customer Relationship Manager jobs:
  • Demonstrated empathy and sensitivity when delivering difficult decisions.
  • Set expectations about loan status and well prepared to possibly communicate difficult decisions to the customer.
  • Provided excellent customer service, setting expectations, loan status and providing possible difficult decisions within established timeframes.

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44. Final Decision
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low Demand
Here's how Final Decision is used in Customer Relationship Manager jobs:
  • Submitted completed documents to underwriting for final decision of loan modification.
  • Work alongside other departments within the bank to provide each customer with Fair, Fast and Final decisions on their loans.
  • Stacked completed HFI & SFO files and submit the loan to the appropriate under Underwriter for the final decision.
  • Communicate with the CRM throughout the processing of the loan advising the necessary documents needed to complete the final decision
  • Establish relationships with homeowners in order to ensure a fair, fast and final decision with loss mitigation tools.
  • Serve as the single point of contact from the beginning doc collection stage to the final decision period.
  • Communicate to the customer's current status in order to make a fair, fast and final decision.
  • Conduct research to ensure all applications receive a prompt, fair and final decision.
  • Provided top customer service along with high production of moving file to final decision.
  • Cultivate long term customer relationship until final decision is made.
  • Make final decision on modifications as a Processor.

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45. SFO
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low Demand
Here's how SFO is used in Customer Relationship Manager jobs:
  • Lead business transformation initiatives to increase productivity and speed to market.
  • Assisted customers with various workout strategies for home retention including modifications for HFI and SFO loans.
  • Manage a portfolio of 195 loans through SalesForce.
  • Administer Salesforce.com across 10 companies and 4 shared service departments: Develop and support applications to automate inefficient manual processes.
  • Implemented CRM application using Salesforce.com for 4 business units by using formal project management methodologies.
  • Analyze Salesforce.com dashboards to determine the percentage of outstanding activities not cleared.
  • Instruct users how to effectively incorporate Salesforce into their everyday processes.
  • Utilized Salesforce.com to track and report all customer interactions.
  • Managed Salesforce.com licenses and negotiated contract terms.
  • Leveraged Salesforce CRM to provide support for all customers across all markets for the company.
  • Identified 3rd party solutions to integrate with Salesforce.com for Chat and phone integration.
  • Maintain all accounts and updates in salesforce.com and prospect new sales opportunities.
  • Managed a rolling pipeline of 250 active mortgages, with Salesforce.com.
  • Develop and document work flow processes and procedures in Salesforce.
  • Experience with closing cases in Salesforce.
  • Handled loans using salesforce.com site Utilized Microsoft excel and Microsoft Access in daily activities
  • Managed multi lien portfolios for assigned accounts in Salesforce.com/CRM Tool.
  • Direct all Salesforce.com projects: Collect business requirements, define workflow processes, determine project goals and set project benchmarks.
  • Perform task on various systems such as Home Base/Saver, Salesforce, Siebel, I portal and Committ Intake/Resolution.
  • Work with Salesforce Developer to integrate Salesforce with 8 backend systems.

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46. Customer Base
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low Demand
Here's how Customer Base is used in Customer Relationship Manager jobs:
  • Identified new market segments and significantly expanded existing customer base.
  • Developed and grew business relationships within existing customer base.
  • Helped increase the audience for our research and benchmarks by sourcing within the customer base as well as cold leads.
  • Created strategies to grow customer base, resulting in an average of 1% increase in monthly sales.
  • Managed sales cycle and responsible for up-sell to existing customer base that generated higher revenue for organization.
  • Aided the business development initiatives, which resulted in an expanded customer base by 16%.
  • Expanded the existing customer base revenues and grew key relationships within the merchant base.
  • Increased customer base in 4 banks to 18,000 from 2,000 during my first year.
  • Top 2% in key performance and revenue metrics with assigned customer base.
  • Educated sales team and customer base about current and future product features.
  • Served as a customer service ambassador to consumer desktop customer base.
  • Created programs to mine customer base for campaign effectiveness reports.
  • Established new client relationships while maintaining current customer base.
  • Establish and maintain customer relationships with current customer base.
  • Meet with customer base to assure Customer Satisfaction.
  • Promoted to direct initiatives centered on providing the highest level of value-added service to Fortune 1000 customer base.
  • Established SLAs & monitored ongoing delivery of IT infrastructure services for a $7 billion internal customer base.
  • Maintained and expanded the customer base ii.

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84 Customer Base Jobs

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47. Client Relationships
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low Demand
Here's how Client Relationships is used in Customer Relationship Manager jobs:
  • Provided training programs that included Inventory Management, Cost Management and Financial Analysis to strengthen client relationships.
  • Ensured positive client experience by proactively managing and growing client relationships.
  • Managed client relationships directly to ensure satisfaction and retention.
  • Developed and maintained new and existing client relationships.
  • Utilized the social skills gained through my education to provide unparalleled service and guidance to help maintain and enhance client relationships.
  • Managed client relationships by assisting clients in receiving the support needed to manage their security modules.
  • Established and maintained trusted client relationships and earned a reputation for exceeding service standard goals.
  • Enhance client's view of Computer Associates as a strategic partner and build client relationships.
  • Implement strategic plans with a primary focus on developing and maintaining client relationships.
  • Owned the client relationships and project management for electrical design consulting projects.
  • Maintained client relationships to understand customer strategies, issues, and priorities.
  • Manage all new and existing business and client relationships throughout territory.
  • Cultivated and nurtured key, strategic client relationships.
  • Review and approve all new client relationships.
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
  • Obtain understanding of clients' internal processes and workflow to enable better service delivery and enhanced client relationships.
  • Serviced direct corporate client relationships including United Health, Milwaukee County, WPS and Greenville Hospital Systems.
  • Managed new and existing client relationships Achieving daily sales goals.
  • Maintained and strengthened client relationships including communicating, presenting and training to "C-level" executive management.

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112 Client Relationships Jobs

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48. High Volume
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low Demand
Here's how High Volume is used in Customer Relationship Manager jobs:
  • Managed a high volume of regulatory, congressional, and executive-escalated complaints from customers in litigation.
  • Provide operational support for high volume institutions.
  • Worked successfully in a very high volume call center environment, while providing only the finest quality customer service.
  • Received, and processed customer telephone inquiries on real estate loans in a high volume call center.
  • Managed high volume incoming calls from customers regarding questions about or concerns with their credit card accounts.
  • Managed and monitored work of all subordinates and ensured a high volume of calls at call center.
  • Managed a high volume work load involving over 160 clients in a deadline driven environment.
  • Manage a team of 15-30 mortgage servicing associates in a high volume call center environment.
  • Take in-bound calls in a high volume atmosphere and work them to resolution.
  • Processed a high volume of daily phone calls and emails from customers.
  • Worked in a high volume, highly regulated, continually changing industry.
  • Managed high volume portfolios for Government and GSE loans.
  • Worked with high volume of accounts.
  • Maintained high volume deadline priorities.
  • Evaluated performance and productivity of workers.Supervised and managed on a daily basis for a high volume call center.
  • Utilize reporting to manage daily requirement goals to ensure fast coverage on high volume account.
  • Learned how to multi task and problem solve in a high volume, production-oriented environment

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327 High Volume Jobs

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49. MHA
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low Demand
Here's how MHA is used in Customer Relationship Manager jobs:
  • Advised borrowers and authorized 3rd party agencies of MHA declines and appeals process if it was an option.
  • Assisted borrowers and 3rd party agencies with providing status of loan modifications submitted for MHA review.
  • Process documentation for MHA/HAMP, Freddie Mac Document processor for 5 delegated CRM associates.
  • Educated borrowers on the MHA program regarding the qualifications and documents needed for review.
  • Evaluate client qualifications and review loans that have been declined by MHA Underwriting.
  • Updated financial information and submitted loans for MHA review.
  • Qualify homeowners for MHA program.
  • Provided information to the customer about HAMP, HAFA, MHA, and HAUP.
  • Helped build completed packages for declined and accepted MHA modifications MHA Status Assoc.

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50. Special Projects
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low Demand
Here's how Special Projects is used in Customer Relationship Manager jobs:
  • Participated in establishing and defining program plan requirements; Participated in special projects.
  • Performed special projects implemented by managing staff.
  • Tasked with special projects including the checking of co-worker loans prior to closure to ensure accuracy of information.
  • Cultivated several non and for profit agency relationships as part of a portfolio via special projects.
  • Participated in special projects like the Sr. VP conducted time study and peer training.
  • Worked special projects on escalated files, did research and provided status.
  • Entrusted to handle special projects that require research and report analysis.
  • Implemented Special Projects Office of CFO & President escalated concerns.
  • Completed special projects assigned from Team and Unit managers.
  • Organize and head events/special projects to improve team synergy.
  • Performed special projects on an as needed basis.
  • Led and implemented special projects as assigned.
  • Account Management responsibilities included pre and post sales support for larger clients and project management for larger deployments and special projects.
  • Supported management in special special projects, training new associates, and re-training of current associates.
  • Maintained the outgoing mail room & Far Queue Assisted on special projects outside of the department

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20 Special Projects Jobs

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Customer Relationship Manager Jobs

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20 Most Common Skills For A Customer Relationship Manager

Customer Service

15.0%

Technical Foreclosure Questions

12.5%

Customer Relationships

10.0%

Repayment Plans

6.8%

Lieu

6.1%

Loss Mitigation

5.8%

Loan Portfolio

5.0%

Forbearance Plans

4.6%

CRM

4.4%

FHA

3.9%

Financial Statements

3.3%

Pre-Validation Document

3.2%

Bankruptcy

3.0%

Loan Modifications

2.9%

Appropriate Course

2.5%

Party Inquiries

2.3%

NPV

2.2%

Broad Set

2.2%

Outbound Calls

2.1%

Business Partners

2.0%
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Typical Skill-Sets Required For A Customer Relationship Manager

Rank Skill
1 Customer Service 10.8%
2 Technical Foreclosure Questions 9.0%
3 Customer Relationships 7.3%
4 Repayment Plans 4.9%
5 Lieu 4.4%
6 Loss Mitigation 4.2%
7 Loan Portfolio 3.6%
8 Forbearance Plans 3.3%
9 CRM 3.2%
10 FHA 2.8%
11 Financial Statements 2.4%
12 Pre-Validation Document 2.3%
13 Bankruptcy 2.2%
14 Loan Modifications 2.1%
15 Appropriate Course 1.8%
16 Party Inquiries 1.7%
17 NPV 1.6%
18 Broad Set 1.6%
19 Outbound Calls 1.5%
20 Business Partners 1.5%
21 Liquidation Options 1.4%
22 Fannie MAE 1.4%
23 Internal Departments 1.3%
24 Freddie Mac 1.2%
25 Large Portfolio 1.2%
26 Disposition Specialists 1.1%
27 Trial Payments 1.1%
28 Loan Applications 1.1%
29 Ensure Compliance 1.0%
30 Hamp 1.0%
31 Phone Calls 1.0%
32 Imminent Default 1.0%
33 Underwriting Guidelines 0.9%
34 Fnma 0.9%
35 Financial Documents 0.9%
36 Credit Reports 0.9%
37 State Regulations 0.8%
38 Final Resolution 0.8%
39 DIL 0.8%
40 Customer Complaints 0.8%
41 Company Standards 0.8%
42 Workout Options 0.7%
43 Difficult Decisions 0.7%
44 Final Decision 0.7%
45 SFO 0.7%
46 Customer Base 0.7%
47 Client Relationships 0.7%
48 High Volume 0.7%
49 MHA 0.7%
50 Special Projects 0.7%
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