Customer Experience Manager

$100,000 - $100,000/Yr

Insight Global - Pasadena, CA

Full-time - Manager

Pasadena, CA

Administrative and Support Services

About the position

The Customer Experience Manager will oversee and enhance customer service activities within the Mortgage Fulfillment Division, ensuring that staff deliver timely, friendly, and effective service. This role involves managing a team, monitoring performance, and implementing innovative processes to improve service quality and efficiency.

Responsibilities

• Lead a team of Customer Experience Specialists focused on providing best in class consumer experience in the Mortgage Fulfillment Division
• Manage, monitor and measure the performance of queues and processes
• Manage daily queue and ensure all staff are adhering to schedules including shifts, specialty skills, vacations, meetings and training
• Oversee coordination within the division and across all areas within Pennymac to ensure consistent and proper execution
• Effectively leverage resources to monitor queue performance, identify patterns and trends causing issues and work towards business solutions
• Develop new and more innovative, efficient processes to improve overall end to end cycle times or improve quality
• Support, recommend and implement technology initiatives
• Routinely review staff performance of key metrics and work with staff daily to improve performance
• Perform other related duties as required and assigned
• Demonstrate behaviors which are aligned with the organizations desired culture and values

Requirements

• Management experience in a Call Center Environment with proven strong customer service skills
• Ability to work with call monitoring tools/software
• Demonstrated success with pipeline management
• Financial Services and mortgage industry experience required
• Strong understanding of applicable Federal, State and Local mortgage regulations
• Advance knowledge of Microsoft Office (Excel, Access, Word and PowerPoint)

Benefits

• Competitive pay range of $36/hr plus a conversion salary range of $75-100K
• Diverse and inclusive work environment
• Equal opportunity employer with a commitment to diversity and inclusion