Vice President of Customer Service

Company Description We are a visionary company with more than 25 years of experience in the mortgage and financial sectors, offering secure and competitive financing solutions. Our services range from $100,000 to $100 million, allowing us to support a wide variety of client needs, from individuals to large enterprises. We focus on reliability, transparency, and long-term relationships, aiming to be the ideal option for clients seeking customized financial solutions. Team members join a dynamic organization that values innovation, professional growth, and excellence in client service.

Role Description The Vice President of Client Services is a full-time, remote role responsible for overseeing the end-to-end client experience and ensuring high satisfaction levels across all service touchpoints. This role leads and mentors client service teams, sets service standards, and implements processes to improve responsiveness, quality, and retention. Daily activities include supervising key accounts, collaborating with sales and operations to address client needs, monitoring service performance metrics, and resolving escalated issues. The Vice President of Client Services also drives strategic initiatives to enhance client service models, supports business growth, and ensures alignment with company goals and regulatory expectations in the mortgage and financial domain.

Qualifications

• Strong Client Services and Account Management skills, with experience managing complex, high-value client relationships.
• Proven ability in Strategic Planning and Sales collaboration to support growth, retention, and cross-selling opportunities.
• Demonstrated Team Leadership experience, including coaching, performance management, and building high-performing service teams.
• Excellent communication, negotiation, and conflict-resolution abilities, with a client-centric and solutions-driven mindset.
• Experience in the mortgage, lending, or broader financial services industry is highly beneficial.
• Ability to work effectively in a remote environment, manage multiple priorities, and use digital tools and CRM platforms.
• Bachelor’s degree in Business, Finance, Management, or a related field; advanced degree or relevant certifications are a plus.