Customer Experience Manager, Home Lending
Core
Lead a team of Customer Experience agents to support borrowers and applicants throughout their HELOC journey, managing inbound channels (phone, email, chat) and shaping customer interaction strategies.
Role type
Senior IC Customer Experience Manager (Team Lead)
Builds
A white-glove lending partner ecosystem and best-in-class customer support for Home Equity products
Domain
Financial Services / Home Lending / AI Lending
Required skills
People leadership, Home Lending domain expertise, Telephony systems management, Analytical problem solving, Operational rigor, Channel strategy
Preferred skills
NMLS License, Servicing experience, Customer experience strategy
Technologies
Telephony systems, Chat support platforms, Self-service channels
Responsibilities
Develop and implement strategies to optimize team performance and achieve department goals, Monitor team performance metrics and KPIs to identify areas for improvement, Oversee customer communication channels ensuring SLA compliance, Drive Channel Strategy across phones, emails, chat, and self-service channels
Seniority
Senior, hands-on IC with team leadership