Customer Experience Manager

Pennymac • Carrollton, TX

14h • Onsite

About The Position

The Customer Experience / Mortgage Call Center Manager will supervise and monitor Customer Service activities, ensuring staff provides timely, friendly and effective service to customers while maximizing employee production and quality. As the Manager, you will provide oversight and coaching of staff to achieve department goals. The Customer Experience / Mortgage Call Center Manager will lead a team of Customer Experience Specialists focused on providing best in class consumer experience in the Mortgage Fulfillment Division. They will manage, monitor and measure the performance of queues and processes, and manage daily queues to ensure all staff are adhering to schedules including shifts, specialty skills, vacations, meetings and training. This role oversees coordination within the division and across all areas within Pennymac to ensure consistent and proper execution. The manager will effectively leverage resources to monitor queue performance, identify patterns and trends causing issues and work towards business solutions. They will develop new and more innovative, efficient processes to improve overall end to end cycle times or improve quality, and support, recommend and implement technology initiatives. The role involves tracking, measuring, and reporting on key CX performance indicators (KPIs) such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT). The manager will analyze customer feedback and operational data to uncover trends, root causes of issues, and key areas for improvement in the customer journey, and translate complex data insights into clear, actionable recommendations for cross-functional teams. Collaboration with other functions is key to ensure customer pain points are prioritized. The role also includes leading cross-functional projects and initiatives to implement process improvements and system changes that directly enhance the customer experience. The manager will routinely review staff performance of key metrics and work with staff daily to improve performance. Other related duties as required and assigned, and demonstrating behaviors aligned with the organization’s desired culture and values are also part of the role.

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)

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
• Track, measure, and report on key CX performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT)
• Analyze customer feedback and operational data to uncover trends, root causes of issues, and key areas for improvement in the customer journey
• Translate complex data insights into clear, actionable recommendations for cross-functional teams
• Collaborate closely with other functions to ensure customer pain points are prioritized
• Lead cross-functional projects and initiatives to implement process improvements and system changes that directly enhance the customer experience
• 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 organization’s desired culture and values

Benefits

• Comprehensive Medical, Dental, and Vision
• Paid Time Off Programs including vacation, holidays, illness, and parental leave
• Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations)
• Retirement benefits, life insurance, 401k match, and tuition reimbursement
• Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees