Ledgent Technology ยท 1 month ago
Customer Experience Manager St Louis
St Louis, MO
Full-time
Onsite
Mid, Senior Level
$33.65/hr - $33.65/hrLedgent Technology is seeking a Customer Experience Manager to lead a team focused on providing an exceptional consumer experience in the Mortgage Fulfillment Division. The role involves supervising customer service activities, analyzing performance metrics, and implementing process improvements to enhance the customer journey.
Staffing & Recruiting
Hiring Manager
Heather Walsh
Responsibilities
Lead a team of Customer Experience Specialists focused on providing best in class consumer experience in the Mortgage Fulfillment Division
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
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 organization's desired culture and values
Qualification
Required
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)
Company
Ledgent Technology
Ledgent Technology, a business line of Roth Staffing Companies, utilizes proven processes and their robust professional network to place qualified technology professionals in contract, contract-to-hire, direct-hire roles and project teams throughout the US.
Founded in 1994
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase