Licensed Client Relationship Advisor

At Evergreen Home Loans®, we believe homeownership changes lives and we’re passionate about helping people achieve it while creating a “WOW” experience along the way. Our mission is simple: deliver On Time and As Promised® service while changing the world one relationship at a time.

We’re looking for talented, customer-focused professionals who care as deeply about people, teamwork, and service excellence as we do.

Evergreen has been recognized as one of the Puget Sound Business Journal’s Best Places to Work multiple years running and has earned national recognition as a certified Great Place to Work®. Most recently, Evergreen was named one of the 2025 Fortune Best Workplaces in Financial Services & Insurance™.

Check out our Great Place to Work® profile here: Working at Evergreen Home Loans | Great Place To Work®

Evergreen has also earned recognition from Top Workplaces, most recently receiving the 2026 Industry Award for Financial Services, along with multiple Culture Excellence Awards recognizing our commitment to associate well-being, leadership, professional development, and workplace culture.

View our Top Workplaces profile and recognitions here: Evergreen Home Loans | TOP Workplaces

At Evergreen, our culture is built on integrity, family, growth, and fun. We believe that when associates feel supported, empowered, and inspired, they deliver extraordinary experiences for customers and business partners alike. When you join Evergreen, you become part of a collaborative, people-first organization that values creative thinking, professional growth, and meaningful relationships. We invest in our associates through leadership development, coaching, community involvement, and opportunities to grow your career while making a real impact.

In return, you’ll enjoy:

• A supportive and relationship-driven culture
• Competitive compensation and comprehensive benefits
• 401(k) with company match
• Professional development and career growth opportunities
• A company committed to giving back to the communities we serve

Discover what’s possible with Evergreen.

Learn more about our culture and career opportunities at www.DiscoverEHL.com

The Licensed Client Relationship Advisor is a customer-facing role responsible for serving as a single point of contact and trusted advisor for customers throughout the life of the loan, primarily following closing. This role supports long-term client relationship co-ownership in partnership with the Evergreen loan officer, customer retention, and revenue generation by combining high-touch servicing support with identification of appropriate refinance, HELOC, assumption, and other approved product opportunities.

This role also owns complex, customer-impacting specialty servicing requests that require strong communication, follow-through, and cross-functional coordination. These may include collections and default support, assumptions, recasts, PMI removal, SCRA verification, Construction Loans, collateral-related requests, Loan Officer priority support, insurance-related servicing matters, and other specialty requests affecting the borrower experience.

Essential Duties and Responsibilities:

• Serve as the customer’s single point of contact and trusted advisor for life-of-loan relationship needs, specialty servicing matters, and approved relationship-based revenue opportunities.
• Build and maintain long-term customer relationships through proactive outreach, education, follow-up, and continuity of service.
• Support customer retention and revenue generation by identifying appropriate refinance, HELOC, assumption, and other approved mortgage or partner-product opportunities.
• Provide high-touch support to Loan Officers as key internal customers through Ask Servicing and other concierge-support channels.
• Own end-to-end communication and case management for specialty servicing work, including collections and default support, assumptions, recasts, PMI removal, collateral-related requests, SCRA verification, Construction Loans, insurance-related servicing matters, and other complex customer-impacting requests.
• Support assumption-related work requiring licensing, including customer communication, explanation of next steps, required disclosures, and compliant handling of licensed interactions.
• Perform customer communication activities across approved channels, including phone, email, voicemail, and digital methods.
• Document customer, Loan Officer, third-party, and internal interactions in Five9 and other required systems using established tracking, documentation, and disposition standards.
• Research and resolve mortgage servicing inquiries, manage request intake, gather documentation, provide status updates, and coordinate next steps through resolution.
• Perform approved system updates and transactional activities using documented job aids, workflows, and internal controls.
• Coordinate with Servicing, Originations, Processing, Underwriting, HELOC Operations, Closing, Compliance, Payment Processing, and other internal departments to support timely and accurate resolution.
• Monitor open requests for urgency, aging, and follow-through; escalate issues and workflow breakdowns as appropriate.
• Support customer satisfaction, NPS, quality, and service goals through accurate, timely, and relationship-centered handling of requests.
• Perform other duties as assigned.

Performance Expectations:

• Perform all actions in accordance with the Mission, Vision, and Convictions of EHL.
• Provide a “WOW” experience and effectively communicate with associates, clients, partners, and vendors via phone, written communication and/or in person.
• Manage a blended workload of relationship management, specialty servicing, and approved revenue-support activities.
• Maintain compliant execution of all licensed activities required for assumptions and other approved responsibilities.
• Protect and improve customer satisfaction and NPS by ensuring relationship-impacting requests are handled with urgency, clarity, and ownership.
• Meet established quality, compliance, productivity, and service standards.
• Maintain accurate communication tracking, case notes, and dispositions in Five9 and other required systems.
• Seek Feedback: Host regular and timely communication with associates and Manager.
• Be willing to assume additional responsibilities/duties/projects as they arise.
• Have strong organization skills, the ability to learn quickly, and accuracy/timeliness in completing tasks.
• Perform all actions in accordance with policies and procedures of the company.
• Expected to meet productivity guidelines of the position.
• Effectively use software specific for the position and Microsoft office products.
• Continuously explore, adopt, and integrate approved AI tools into daily work to improve productivity, accuracy, scalability, and workflow efficiency, while ensuring compliance with company policies, security standards, and data protection requirements.
• Work well with other members of the EHL team and be willing to fill in when needed.

Specific Skills/ Knowledge/ Abilities Required for Position:

• 2-4 years of mortgage servicing, loan origination, customer relations, or closely related mortgage experience required.
• Active NMLS license in designated states (X, X) is required. Associates may be required to obtain and maintain licensure in additional states during employment based on business needs.
• 1-3 years experience supporting or coordinating assumptions, HELOCs, refinances, or other complex mortgage-related requests preferred.
• Strong working knowledge of mortgage servicing processes, loan lifecycle, customer relationship management, and applicable regulatory requirements.
• Strong verbal and written communication, organization, attention to detail, and follow-through.
• Ability to manage complex customer requests requiring documentation, urgency, and cross-functional coordination.
• Ability to communicate effectively with borrowers, Loan Officers, third parties, and internal partners.
• Ability to perform system-related activities accurately within established controls.
• Experience using Five9 or similar customer communication and case-management platforms preferred.
• Ability to manage competing priorities in a fast-paced, team-oriented environment.
• Strong judgment in identifying issues requiring escalation or partnership across teams.
• Exercise good judgment and strong character, motivated, hard working.
• Ability to work well with fellow associates, clients and vendors.
• Good communication skills. Neat, clean, healthy work habits.

Physical Requirements:

• Ability to work in a fast-paced, occasionally noisy environment.
• May be required to drive for business purposes and if so, must hold a driver’s license in good standing and maintain personal auto insurance in compliance with EHL’s Auto Insurance policy.
• Must be able to speak and hear, lift and carry up to twenty-five pounds (25 lbs.) or occasionally more.
• Requires all forms of dexterity and mobility throughout the shift.
• Occasionally required to reach with hands and arms, sit climb or balance, stoop, kneel, crouch or crawl.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral, depth perception and the ability to adjust focus.

Compensation:

The base hourly range rate for this position is $19.86 - $37.26 per hour depending on a number of factors including location and experience. If applicable, associate may be eligible for per-file incentives, commissions, bonuses or other variable earnings as determined upon hire.

Benefits and Perks:

Eligible associates (and their families) have the option to enroll in medical, dental, and/or vision coverage of which both the associate and the company contribute towards expenses. Basic Life/AD&D insurance for eligible associates as well as a Short-term Disability benefit are provided by Evergreen. Additional Voluntary Life/AD&D, Long-term Disability benefits and Legal/ID protection plans paid for by the associate are also available. Associates are automatically enrolled in Evergreen’s 401(k) plan. Personal Time Off (PTO) of up to 13.34 hours may be earned monthly and associates may enjoy 9 paid holidays each year. Paid voluntary day of work, company matching on charitable donations and mortgage loan benefit.

Evergreen is an equal opportunity employer and E-Verify employer.www.Evergreenhomeloans.com

Equal Housing Lender

©2026 Evergreen Moneysource Mortgage Company® dba Evergreen Home Loans NMLS ID 3182. 15405 SE 37th Street, Suite 200 Bellevue, WA 98006 Equal Housing Lender. Trade/service marks are the property of Evergreen Home Loans. All rights reserved. AZ Mortgage Banker License #0910074; CA Licensed by the DFPI under the CRMLA #4130291; NV Mortgage Company License 4837;NJ Licensed by the N.J. Department of Banking and Insurance. Evergreen Home Loans does not represent HUD or FHA and the information provided here was not authored, approved, or endorsed by HUD or FHA. For individual and company license information visit www.nmlsconsumeraccess.org.