Shana Marx

Director of Client Relations @Onity Group Inc.

US

Develop and maintain effective external business relationships with a portfolio of clients while ensuring overall client satisfaction.Maintain regular and proactive contact with subservicing clients.Partner and communicate with internal departments across all levels within the mortgage servicing organization.Coordinate feedback on clients\' reporting and data feeds and facilitate any questions or enhancements from the client.Anticipate issues that could impact the business and provide valid solutions.Drive internal business owners to timely resolution and responses.Coordinate program changes, delegations, or processes based on client requests.Collaborate with impacted areas such as information technology, legal, finance, and project management office.Provide routine updates and feedback to senior management.Coordinate, facilitate, present, and conduct subservicing client meetings independently.Track and deliver all obligations as defined within the subservicing agreement.Partner with internal departments to maintain satisfactory performance toward contract service levels.Utilize SalesForce.com to track client interactions and delivery of contractual obligations.Set strategy and tactics for Client Relations and assist with strategic planning and tactical action plan development.Develop performance metrics and governance controls for Account Manager functions.Assist in the sales process through site visit participation or assisting sales staff with questions.Create and maintain policies and procedures regarding account management.Set direction and supervise Account Managers, managing the operating model and capacity model adjustments.Identify opportunities to improve Client Relations and provide innovative solutions and services to clients.Drive performance to meet client requirements and business unit expectations.Develop and maintain good working relationships with both internal and external customers.Participate constructively in meetings

Louisiana State University

Bachelor of Business Administration