Client Services Director

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We're committed to bringing passion and customer focus to the business.

Job Summary

The Client Service Director (CSD) serves as the primary point of contact for the client experience, overseeing all aspects from onboarding through invoice approval. This role involves managing client relationships, coordinating opportunity launches, facilitating contracts, ensuring timely file delivery, and maintaining communication to meet deadlines. The CSD must be adaptable, highly organized, and skilled across multiple areas to respond quickly to client needs.

While client service is the core responsibility, familiarity with third-party products enhances the ability to sell and cross-sell seamlessly. The CSD may also contribute to development projects and is expected to provide proactive input. Acting as an internal liaison for clients, the CSD ensures balance and manages expectations on both sides, delivering excellence in all interactions to drive client satisfaction.

Essential Functions

• Serve as the primary liaison between clients and internal teams, managing all communications and requests.

• Oversee client relationship management, including meetings, custom requests, and policy adherence.

• Promote a collaborative partnership culture with clients.

• Partner with Sales to identify opportunities and implement cross-sell initiatives.

• Manage client change requests, program/product updates, and coordinate SOW development with Sales and Legal.

• Track and report compliance with service level agreements and client-specific requirements.

• Review and approve invoices to ensure accuracy of charges and credits.

• Communicate loan production guideline updates to operations and ensure proper implementation.

• Support implementation and launch activities as part of the Subject Matter Expert (SME) team.

• Assist with testing (SIT, UAT, ORT) and contribute to go-live decisions.

• Maintain strict confidentiality and facilitate InfoSec requests.

• Coordinate IT-related conversations and perform QC on financial system data.

• This position requires frequent travel up to 20% depending on location or territory.

• Perform other related duties as assigned.

Essential Knowledge, Skills, and Abilities

• Strong communication skills, both verbal and written, with the ability to interact effectively across all levels of the organization.

• Advanced knowledge of Microsoft Office Suite including Word, Excel, and PowerPoint.

• Analytical and problem-solving abilities to assess situations, identify issues, and implement effective solutions.

• Ability to work independently and collaboratively in a fast-paced environment.

• Strong organizational skills with attention to detail and the ability to manage multiple priorities.

• Adaptability and flexibility to respond to changing business needs and priorities.

• Strong understanding of mortgage underwriting with ability to effectively address client questions and resolve issues.

• Commitment and ability to cultivate a diverse and inclusive work environment.

Education

• Bachelor's degree in relevant field or equivalent combination or education and experience.

• Bachelor's degree preferred.

Experience

• 10+ years of Mortgage experience required.

• Previous relationship management experience preferred.

• Prior secondary mortgage due diligence experience preferred.

• Experience with eCLAS & Focus is preferred.

Compensation and Benefits

• Covius offers an extensive benefits package for all employees, including medical, dental, vision and 401(k)!

• Compensation: $107,000 - $133,800 /year, with 20% AIP

Application Guidelines:

For best consideration, please submit your resume and application materials by 2/20/26. Review of applications will begin immediately.

Working Conditions

This is a remote position. Employees are expected to maintain a dedicated and professional workspace that supports productivity and confidentiality. This requires reliable internet access and the ability to be on camera to participate in virtual meetings and communications during standard business hours. Work is primarily performed in a home office environment. Flexible work hours may be available, though employees must be able to collaborate effectively across time zones and attend scheduled meetings during core business hours. May require extended periods of computer use and sitting. Occasional travel or in-person meetings may be required based on business needs. Occasional overtime, weekend shifts, or holiday work may be required based on operational needs. Employees must adhere to company policies regarding data security, time tracking, and virtual collaboration.

Physical Demands and Activities

While performing the duties of this job, the employee is frequently required to communicate. The employee is regularly required to stand, walk, sit, and constantly operate a computer and other office equipment using hands and fingers for fine manipulation, including keyboarding and mouse use. The employee must occasionally lift, carry, push, pull, or otherwise move objects, such as files and small parcels and/or move boxes weighing up to 15 lbs. Prolonged periods of sitting or standing may be required depending on the nature of the work. Specific vision abilities required by this job include close vision, distance vision, and the ability to observe objects at close range in presence of glare or bright lighting (e.g. computer screen).

Job Assignment Flexibility

Employees may be required to transfer to other departments, locations, or roles within the organization based on business needs, employee development goals, or operational priorities. These transfers may be temporary or permanent and are intended to support organizational agility, career growth, and optimal resource utilization. Flexibility and adaptability are essential, and reasonable notice will be provided when such changes occur.

Covius is committed to equal opportunity in all employment practices to all qualified applicants and employees without regard to race, color, religion, gender, gender identity, age, national origin, pregnancy, disability, genetics, marital status, military or veteran status or any other protected category as established by local, state, and federal law. This policy applies to all aspects of the employment relationship including recruitment and hiring, placement, promotion, transfer, compensation, disciplinary action, layoff, leaves of absence, training, and termination. All such employment decisions will be made without unlawful discrimination based on any prohibited basis.

The essential functions, working conditions and physical demands described above 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 of this position.

Please note that all job descriptions are not intended to be all-inclusive. This job description is not designed to cover all activities, duties or responsibilities that are required of the employee for this job. Employees may be required to perform other duties at any time with or without notice to meet the ongoing needs of the organization.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!