Pennymac TPO - Saint Louis, MO
posted about 2 months ago
The Customer Experience Manager at Pennymac will play a pivotal role in supervising and monitoring Customer Service activities within the Mortgage Fulfillment Division. This position is essential for ensuring that the staff provides timely, friendly, and effective service to customers while maximizing employee production and quality. The manager will lead a team of Customer Experience Specialists, focusing on delivering a best-in-class consumer experience. This involves managing, monitoring, and measuring the performance of queues and processes to ensure that all customer interactions are handled efficiently and effectively. In this role, the Customer Experience Manager will be responsible for overseeing daily operations, ensuring that all staff adhere to their schedules, including shifts, specialty skills, vacations, meetings, and training. The manager will also coordinate efforts within the division and across all areas of Pennymac to ensure consistent and proper execution of customer service protocols. By effectively leveraging resources, the manager will monitor queue performance, identify patterns and trends causing issues, and work towards business solutions that enhance customer satisfaction. Additionally, the Customer Experience Manager will be tasked with developing new and innovative processes to improve overall end-to-end cycle times and quality. This includes supporting, recommending, and implementing technology initiatives that can streamline operations. Regular performance reviews of staff against key metrics will be conducted, with the manager working closely with team members to foster improvement. The role requires demonstrating behaviors aligned with the organization's desired culture and values, ensuring that the team embodies the principles of accountability, reliability, and ethics in all interactions.