Client Advocate Manager

POSITION OVERVIEW:

The Client Advocate Manager leads the Client Advocate team responsible for day-to-day pipeline management, client engagement, training, and issue resolution across the MAXEX seller base. This role serves as the primary advocate and operational guide for mortgage sellers transacting on the MAXEX digital exchange, sitting at the intersection of relationship management, loan operations, and secondary market expertise — focused entirely on ensuring sellers achieve a smooth, efficient, and repeatable experience from first submission through funded trade.

The Manager owns the team’s performance, and service quality—ensuring sellers experience a seamless, high-velocity loan trading process from onboarding through purchase. This role coaches and develops Client Advocates, sets and monitors team KPIs (including pipeline throughput, One Touch results, and response SLAs), and partners closely with Sales, Training, Exceptions, Credit, Compliance, and Operations leadership to continuously improve the seller experience. Success in this role requires strong leadership, deep mortgage operations expertise, and the ability to balance client relationship management with operational discipline.

RESPONSIBILITIES:

Team Leadership & Development

• Lead, coach, and develop a team of 5–8 Client Advocates, fostering a high-performance, client-first culture.
• Manage day-to-day team operations, including workload distribution, coverage planning, and prioritization across the seller portfolio.
• Conduct regular 1:1s, performance reviews, and career development planning; identify training needs and skill gaps.
• Recruit, onboard, and train new Client Advocates; build scalable employee training materials and ramp-up plans.
• Establish, monitor, and report on team KPIs including pipeline velocity, One Touch results, response times, and client satisfaction.

Seller Onboarding & First Loan Facilitation

• Lead sellers through their initial loan submissions on the MAXEX platform, acting as a hands-on guide through eligibility, delivery, and purchase requirements.
• Coordinate internally with audit, conditions, and funding teams to prioritize and accelerate first-loan transactions.
• Set clear expectations upfront around documentation standards, condition response timelines, and purchase advice workflows to reduce surprises.
• Oversee new client onboarding including welcome calls, technology setup, training, and early-pipeline support.
• Partner with Sales to strengthen existing seller relationships and support the activation of newly onboarded sellers.

Client Relationship & Service Delivery

• Serve as the senior point of escalation for complex seller issues, ensuring timely resolution and clear communication.
• Act as a consistent and trusted point of contact for assigned sellers, building confidence in the MAXEX exchange.
• Identify trends across the seller base that indicate training needs or relationship opportunities and drive targeted action.
• Provide proactive pipeline status updates to new and white glove sellers rather than requiring them to chase answers.

Condition Management & Friction Reduction

• Proactively review condition queues on behalf of new and white glove sellers, flagging common or recurring issues before they stall a file.
• Lead team to translate audit conditions into plain, actionable language — reducing back-and-forth and interpretation errors on the seller side.
• Identify patterns in condition types across a seller’s pipeline and surface coaching opportunities to improve submission quality over time.

Pipeline & Operations Management

• Ensure seller pipeline management facilitates loans move efficiently through audit, condition clearing, purchase, and settlement.
• Track seller-level metrics such as pull-through rate, condition cure time, and days-to-fund to measure success and guide seller performance.
• Ensure accurate and timely completion of post-purchase activities across Client Advocate Team including collateral tracking, Goodbye letters, and data validation.
• Oversee the Client Advocate’s seller exception requests for delivered loans, ensuring exceptions addressed timely and action taken to facilitate efficient purchase.

Process Improvement & Cross-Functional Partnership

• Develop and present to leadership new methods to streamline the loan acquisition process and elevate the client experience.
• Partner with Product, Technology, and Operations to translate seller feedback into platform and process enhancements.
• Lead and participate in special projects and strategic initiatives as needed.
• Ensure team adherence to policies, procedures, and regulatory requirements.

REQUIRED QUALIFICATIONS:

• Minimum 5 years of mortgage lending experience required; 7+ years preferred, with a heavy background on the independent mortgage bank (IMB) / non-bank lending side of the industry.
• Full-lifecycle mortgage knowledge across the functions trained during onboarding — origination, processing, underwriting (delegated and non-delegated), lock desk and secondary marketing, compliance/disclosure/closing and post-closing/settlement/servicing — sufficient to quarterback training for every department and speak each team’s language.
• Working knowledge of loan programs including agency, jumbo, Non-QM and DSCR; familiarity with MAXEX’s Non-QM and DSCR product set preferred.
• Strong analytical skills (required) — the ability to define KPIs, track outcomes (time-to-first-lock, NPS, adoption), interpret survey and performance data and run a continuous feedback loop that measurably improves the process and content over time.
• Strong content development and writing skills (required) — the ability to build clear, engaging, on-brand training decks, curricula and enablement materials, and to translate complex mortgage concepts into practical, learner-friendly content.
• Training and facilitation experience, including delivering live and recorded/webinar sessions to mortgage professionals.
• Strong project management and coordination skills, with the ability to quarterback cross-functional SMEs, manage multiple concurrent onboardings and keep timelines and milestones on track.
• Sales-driven, GTM-oriented mindset — able to carry value propositions through onboarding and guide sellers toward early adoption and first lock.
• Builder mentality — a proven ability to create and scale repeatable processes, procedures and content libraries.
• Excellent written and verbal communication and relationship skills, with the ability to build seller confidence and partner effectively with internal Sales, Credit, Operations and CA teams.
• Tool proficiency — comfort with LMS, scheduling/calendaring, CRM and content/presentation tools (e.g., Gamma, PowerPoint), plus familiarity with pricing engines (PPE).
• Self-motivated team player able to work independently, follow through and prioritize in a fast-paced environment with multiple competing requests.
• College degree preferred, but not required with relevant mortgage experience.

KEY COMPETENCIES

• Secondary market fluency — understanding of loan delivery, purchase advice, agency guidelines, and common defect types.
• Operational empathy — ability to see the process through the seller’s eyes and reduce unnecessary friction.
• Cross-functional collaboration — comfortable working across underwriting, conditions, and funding to move files forward.
• Clear communication — skilled at translating complex requirements into simple, actionable guidance for sellers.
• Data orientation — uses pipeline metrics and condition patterns to drive continuous improvement.
• People leadership — proven ability to coach, develop, and retain high-performing client-facing teams.

POSITION REQUIREMENTS

• 10–15 years of mortgage industry experience required.
• College degree preferred.
• 3–5 years of people management or equivalent leadership, including direct supervision of client-facing, customer service, or operations staff.
• Due diligence or mortgage secondary market experience required.
• Demonstrated experience managing client relationships and delivering exceptional customer service.
• Mortgage Credit Underwriting and Compliance knowledge required.
• Proven ability to coach, develop, and retain talent.
• Excellent written and verbal communication skills, including comfort presenting to senior leadership.
• Exceptional interpersonal skills and a collaborative, team-oriented approach.
• Strong analytical and problem-solving abilities, with the ability to use data to drive decisions and team performance.
• Ability to work independently, manage competing priorities across a team, and consistently meet deadlines.
• Ability to thrive in a fast-paced, high-volume environment while managing the stress of multiple competing priorities.

Interested candidates should email a current resume to careers@maxex.com.