Moder

Manage and grow strategic client relationships, develop account plans, and coordinate with internal teams to ensure service excellence and revenue growth. | Extensive experience in managing high-value accounts, proven success in BPO or IT outsourcing sales, and strong relationship-building skills with senior leadership. | Summary: The Senior Director, Strategic Accounts is responsible for managing and growing a portfolio of high-value strategic client relationships while supporting revenue expansion and long-term account success. This role focuses on executing account strategies, strengthening senior-level client partnerships, and ensuring exceptional service delivery across assigned accounts. The Senior Director works closely with the Vice President, Strategic Accounts, and cross-functional teams to align solutions with client goals and drive measurable business outcomes. Essential Job Duties and Responsibilities: Develop, manage, and execute detailed account plans for assigned strategic accounts in alignment with overall account and organizational strategy. Serve as a primary relationship manager for senior client stakeholders, maintaining strong alignment on objectives, performance, and value delivery. Partner with internal cross-functional teams (e.g., Solutions, Transitions, Operations) to coordinate and ensure consistent, high-quality service delivery. Identify and support upsell, cross-sell, and expansion opportunities within existing accounts to drive revenue growth. Track, analyze, and report on key account performance metrics, proactively addressing risks and opportunities. Act as a trusted advisor to clients by understanding their business challenges and aligning solutions to meet their operational and strategic needs. Lead regular client meetings and business reviews to assess performance, satisfaction, and improvement opportunities. Strengthen relationships with senior leaders and key decision-makers to deepen engagement and account longevity. Provide clients with relevant industry knowledge and insights to support informed decision-making. Monitor industry trends, competitive dynamics, and emerging technologies to help anticipate client needs. Support the Vice President in representing the organization at client meetings, industry events, and conferences as needed. Comply with all company policies and procedures. Maintain regular and punctual attendance. Other Job Duties and Responsibilities: Performs other related duties as assigned. Supervisory Responsibilities: This position has direct reports. Manages staff and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Qualifications: To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Demonstrated ability to build and maintain strong relationships with client executive leadership and internal stakeholders. Strong organizational skills with the ability to manage multiple accounts and priorities simultaneously. Excellent written, verbal, and presentation communication skills, with the ability to engage audiences at various levels. Proven ability to build trust and credibility by understanding and responding to client needs. Willingness and ability to travel up to 50% based on client and business needs. Education and/or Experience: Bachelor’s Degree from a Four (4) year College or University Minimum of 12 years of mortgage industry experience. Proven success selling and managing Business Process Outsourcing (BPO) or IT Outsourcing solutions. Certificates, Licenses, Registrations: None Required Work Complexity: Problems and issues faced are numerous and undefined, and require detailed information gathering, analysis and investigation to understand the problem. Problems typically impact many departments. Problems are typically solved through drawing from prior experience and analysis of issues. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Equal Employment Opportunity: The company is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws. Americans with Disabilities Act: Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law. Job Responsibilities: The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The company may change the specific job duties with or without prior notice based on the needs of the organization. Moder is an engine for business efficiency and growth, creating and supporting technology and mortgage service solutions. We specialize in outsourced technology, business processes, and customer communication. By operating as an extension of customers’ teams, we help businesses expand, thrive, and succeed.

Manage operations support staff, ensure compliance with mortgage verification processes, monitor workflow and service levels, conduct quality reviews, and serve as escalation point for operational issues. | Bachelor's degree or equivalent experience, 3-5 years mortgage industry experience, knowledge of federal/state regulations, strong communication and organizational skills, and supervisory experience. | Summary The Manager, Operations Support will manage a staff of existing and new personnel. This individual will coordinate the operational and personnel issues within the operations and serve as a secondary escalation point for all Operations Support Functions that arise in the process to Fulfill 3rd Party Verification Orders during the Origination Phase of the loan. The Operations Support Manager will effectively manage the workload to meet or exceed established service levels and work with department managers to ensure all staff is properly trained in all areas of Call Center Operations Support. The manager will also perform quality reviews of Operations Support performance for existing and new staff. Essential Job Functions: Responsible for maintaining Employee hours and timecards for local and remote staff Monitor Departmental file flow to ensure SLA's are consistently met or exceeded. Ensure All Verification Products are ordered and received in compliance with Freedom Policies, Agency Guidelines, Federal and State Regulations Work with Third Party Provider’s Operational Teams to ensure Workflow is moving quickly and correctly. Monitor workload and redistribute when necessary to maintain established service levels and ensure a positive customer service experience. Monitor and distribute daily, weekly and monthly production scorecards and quality review reports Perform sporadic QC spot checks on individual pipelines and provide feedback to staff Coordinate weekly pipeline review sessions with each employee Serve as escalation point for issues/concerns which need immediate attention. Conduct weekly Meetings with entire staff Ensure Corporate Trainings are Completed in a Timely Manner Maintain regular and punctual attendance Other Related Duties: Performs other related duties as assigned. Supervisory Responsibilities: This job is responsible for Managing a team of Title Reviewers, Team Leads and Supervisors Education and/or Experience: Bachelor's degree (B.A.) from four-year College or University; or 5-7 years related experience and/or training; or equivalent combination of education and experience. 3-5 Years Mortgage Industry Experience is Required Job candidates should have demonstrated abilities to exceed goals, provide excellent customer service, build long Knowledge of pertinent federal, state and local codes, laws and regulations. Demonstrated communication, telephone and organizational skills. Strong knowledge of Title Industry preferred Knowledge of additional mortgage programs a plus (ie, FHA, Conventional, 203K, VA, Homestyle, Sonyma, etc). Language Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages. Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Customer Service Relationships: Assesses and diffuses problem situations and requires influencing others to reach consensus. Requires tact and diplomacy to handle difficult customer relationships. Explores alternatives and creative solutions to meeting the needs of customers. Work Complexity: Tasks are multiple and diverse with some interrelationship across processes. Work requires the direct application of a variety of procedures, policies and/or precedents. Work Environment: Work is normally performed in a typical interior work environment which does not subject the employee to any hazardous or unpleasant elements. Equal Employment Opportunity Freedom Mortgage is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws. Americans with Disabilities Act Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law. Job Responsibilities The following statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. Freedom Mortgage Corporation may change the specific job duties with or without prior notice based on the needs of the organization. Moder is an engine for business efficiency and growth, creating and supporting technology and mortgage service solutions. We specialize in outsourced technology, business processes, and customer communication. By operating as an extension of customers’ teams, we help businesses expand, thrive, and succeed.