Customer Experience Manager

TEKsystems - Pasadena, CA

Full-time - Manager

Pasadena, CA

10,001+ employees

Professional, Scientific, and Technical Services

About the position

The Customer Experience Manager at TEKsystems is responsible for leading a team of Customer Experience Specialists within the Mortgage Fulfillment Division. This role focuses on enhancing consumer experience, managing team performance, and ensuring effective resource utilization to improve processes and technology initiatives. The manager will also oversee scheduling, coordination, and cultural alignment within the team, while driving process improvements and supporting staff performance.

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.
• Ensure all staff adhere to schedules, including shifts, specialty skills, vacations, meetings, and training.
• Oversee coordination within the division and across all areas 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 aligned with the organization's desired culture and values.

Requirements

• Proven experience in a call center environment with 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.
• Advanced knowledge of Microsoft Office (Excel, Access, Word, and PowerPoint).

Nice-to-haves

• Experience with loans and loan origination.
• Strong customer service skills.
• Effective management skills.
• Knowledge of mortgage loans.
• Familiarity with Encompass software.