Client Relationship Manager I

Client Relationship Management I – CMS Job Description

Job Summary:

Vitu Collateral Management Solutions, Inc. is seeking a Client Relationship Manager I (CRM I) to join our team supporting our lender/client partners.   

CRM I will provide client and operational support to the CMS business.  This position will interact with multiple internal teams and clients to answer client contract , service fulfillment and project questions, and create agreements for the agreed upon projects.     

• Strong verbal and written communication skills with clients.
• Prepared and skilled in Client interactions.
• Strong critical thinking skills to identify client and business needs and solutions.
• Mental acuity ( i.e. detail oriented, ability to multi-task, prioritize) to execute the duties of the position successfully to meet business needs.

Primary Duties/Key Responsibilities:

• Contribute to client satisfaction by providing high customer service supporting non-managed clients with general and complex contract and service fulfillment-related questions and concerns.  
• Provide comprehensive oversight of the lifecycle of projects. Work with internal and external stakeholders to gather and document requirements, establish timelines, obtain level of effort and determine pricing for initiatives like: database testing, client mergers/acquisitions, logo changes, name changes, data clean-up, and other special projects.  
• Prepare, and obtain execution of contract related documentation like Service Request Forms (SRF); process pricing information through appropriate channels to ensure proper billing; properly disburse all fully executed documents; maintain contract renewal site of Sales & Marketing; update CRM with new client/contact information; assign Client ID’s to new Clients. 
• Effectively lead calls with internal/external teams and participants. 
• Point of contact for escalations. Liaise and interact as voice for both company and client. Coordinate resolution to pivotal customer issues and concerns, safeguarding the business. Ensure clients are notified and remain updated of planned or unplanned deficiencies of services, from discovery through remediation.    
• Provide proactive communication to clients related to operations status updates, as well as product and software enhancements.  
• Assist with resolution of invoice questions and disputes.  
• Manage client cancellations. 
• Educate clients on the use of title management software. 
• Other special projects and duties as assigned.  

Preferred Experience & Specialized Knowledge and Skills

• 3+ years client relationship experience or equivalent. 
• 3+ years of automotive title and/or vehicle finance and client support preferred.  
• Ability to work with a diverse group of individuals to extract, define, and document business processes.  Strong ability to negotiate and gain consensus across a diverse group of participants. 
• Effective communication skills: written , verbal and presentation. 
• Working knowledge of MS Office tools/Google platform.
• Mental acuity ( i.e. detail oriented, ability to multi-task, prioritize) to execute the duties of the position successfully to meet business needs.

Pay Scale: $23.17 - $34.80 Per Hour