Client Relationship Representative II

As the Client Relationship Representative, you'll be the liaison between the Delegated Correspondent Lender (external customer) and our Operations Team (Rocket) representing Rocket as the face of the company with effective pipeline management. The job entails managing a pipeline of roughly 550 closed residential loans submitted for purchase consideration monthly. The CRR manages submitted loans that are unacceptable file deliveries in need of curing documents to effectively purchase review and manage loans that are purchase reviewed that are in an audit complete status. The role entails working with the Delegated Correspondent Lender to cure loans for purchase or cancel withdraw where necessary in a timely manner. Each month the CRR will provide an operational scorecard and work to schedule pipeline review calls to discuss trending analysis of top condition defects noted for each correspondent client to effectively increase the First Pass Purchase % and reduce the overall Cycle Time from delivery to purchase. This role is managed based on key performance indicators as listed below in the scope/responsibilities.

About the role

• Pipeline Management: Manage pipelines for all assigned loans from Delegated Correspondent Lender Submission to Final Disposition (Purchase or Cancel/Withdraw).

• Unacceptable File Delivery: Manage submission requirements with the Delegated Correspondent Lender and obtain curing documents to advance the loan to the Purchase Auditor.

• Cycle Times: Manage pipeline of loans starting with an upfront file delivery review (UFDR) upon Audit Complete status and continue to work with the Delegated Correspondent Lender to cure loans with an overall goal of 8 days or less.

• First Pass Purchase: Manage the client experience by providing detailed analysis of trending top conditions to increase the First Pass Purchase % (45% or greater).

• Pipeline Calls: Manage pipeline calls with the assigned Rocket Account Executive and the Delegated Correspondent Lender.

• Product Guidelines: Familiarity with FHA, VA, FNMA, and FHLMC Guidelines. Utilize AllRegs to review product guidelines and Rocket guidelines/overlays. Ability to clearly communicate with Internal Team and the Delegated Correspondent Lender.

• Ownership: Take ownership of incoming questions, issues and adeptly diagnose and solve problems/questions/issues including potential escalations and follow up.

• Process Improvement: Identify opportunities to streamline and automate processes where applicable and provide feedback to both the Delegated Correspondent Lender and internal team.

What you’ll get

Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too! We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life. We are proud to offer eligible team members perks and health benefits that will help you have peace of mind. Simply put: We’ve got your back. Check out our full list of Benefits and Perks.

About us

Rocket is a Detroit-based company made up of businesses that provide simple, fast and trusted digital solutions for complex transactions. The name comes from our flagship business, now known as Rocket Mortgage®, which was founded in 1985. Today, we’re a publicly traded company involved in many different industries, including mortgages, fintech, real estate and more. We’re insistently different in how we look at the world and are committed to an inclusive workplace where every voice is heard. Apply today to join a team that offers career growth, amazing benefits and the chance to work with leading industry professionals.

This job description is an outline of the primary responsibilities of this position and may be modified at the discretion of the company at any time.  Decisions related to employment are not based on race, color, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity or expression, age, military or veteran status or any other characteristic protected by state or federal law.  The company provides reasonable accommodations to qualified individuals with disabilities in accordance with applicable state and federal laws.  Applicants requiring reasonable accommodations in completing the application and/or participating in the application process should contact a member of the Human Resources team, at [email protected].

The compensation information below is provided in compliance with all applicable job posting disclosure requirements. The compensation for this position is $58,000.00-$98,500.00. The position may also be eligible for an annual bonus, incentives, and other employment-related benefits including, but not limited to, medical, dental, and vision benefits, 401K retirement plan, and paid-time off. More information regarding these benefits and others can be found here. The information regarding compensation and other benefits included in this paragraph is the company’s current, good faith estimate at the time of posting. [Compensation and benefits are subject to modification from time to time as the Company, in its sole and exclusive discretion, deems appropriate.] The Company may determine during its future reviews of the proposed compensation and benefits provided for this position, that the compensation and benefits for such position should be reduced. In no event will the Company reduce the compensation for the position to a level below the applicable jurisdictional minimum wage rate for the position. Los Angeles County and San Francisco Candidates only: qualified applicants with arrest or conviction records will be considered for employment per the Fair Chance Ordinance and the Fair Chance Initiative for Hiring.