Job Title: AVP, Customer Experience
Location: Pasadena
Job Summary:
We are looking for a seasoned and dynamic AVP, Customer Experience to join our team. The ideal candidate will have a robust experience in mortgage processing and customer-facing roles, with a proven track record of managing multiple teams and managers. This role demands excellent problem-solving skills, a personable demeanor, and the ability to handle diverse personalities. The AVP, Customer Experience will ensure smooth operations and an exceptional customer experience.
Key Responsibilities:
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Oversee and manage 6 teams, including managers with at least 3+ years of experience.
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Ensure efficient mortgage loan processing by leading a team of at least 8 processors.
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Conduct regular reporting and data analysis using Excel.
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Maintain a typing speed of at least 50 words per minute.
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Act as a primary contact for customer-facing processors and potentially call center operations.
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Provide guidance and support to managers, fostering a goal-oriented and growth-focused environment.
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Address and resolve customer issues, ensuring high satisfaction levels.
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Thoroughly understand the loan process and manage communications regarding delays effectively.
Required Qualifications and Skills:
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Minimum of 3+ years of experience managing managers.
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Extensive experience in mortgage processing, with a focus on customer-facing roles.
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Proficiency in Excel and strong reporting skills.
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Excellent typing skills (minimum 50 wpm).
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Strong interpersonal skills and the ability to manage diverse personalities.
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Proven problem-solving abilities and a goal-oriented mindset.
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Experience managing customer-facing processors or call center operations.
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Ability to understand and navigate the loan process, providing clear direction during delays.
Preferred Qualifications:
Personal Attributes:
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Personable and approachable.
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Excellent with people and able to manage different personalities.
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Goal-oriented and focused on growth and learning.
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Strong problem-solving skills.
Skills:
- Loans, Customer service, Management skills, Mortgage loan, Loan origination, Encompass
Top Skills Details:
- Loans, Customer service, Management skills, Mortgage loan, Loan origination
Additional Skills & Qualifications:
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Minimum of 3+ years of experience managing managers.
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Extensive experience in mortgage processing, with a focus on customer-facing roles.
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Proficiency in Excel and strong reporting skills.
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Excellent typing skills (minimum 50 wpm).
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Strong interpersonal skills and the ability to manage diverse personalities.
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Proven problem-solving abilities and a goal-oriented mindset.
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Experience managing customer-facing processors or call center operations.
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Ability to understand and navigate the loan process, providing clear direction during delays.
Experience Level:
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Expert Level
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.