Job description

Essex mortgage is hiring for our Customer Experience Manager position to assist our Servicing Department!

Job Summary:

The Customer Experience Manager is responsible for overseeing and further developing assigned areas which includes the servicing call center and assigned oversight of subservicing vendors.

Essential Duties:

• Monitor and direct the workflow/loan activity in the assigned areas.
• Develop and train team while ensuring compliance for the assigned areas.
• Have a thorough understanding of the business unit's operational processes and the implications on other groups that function within the operations.
• Ensure their team is working closely and effectively with their partners in the management of their loans.
• Delivering superior customer service to all clients both internal and external, understanding all aspect of loan servicing, ensuring requests are processed accurately within established guidelines, SLAs and departmental procedures.
• Oversees the assigned staff ensuring that each area is following state and federal regulations and that all transactions are completed within required timeframe
• Oversees training for all assigned areas and ensures that all department policies and procedures are updated and communicated.
• Participates in evaluation of production levels and processes changes to determine necessity of changing/enhancing procedures or software enhancements.
• Represents the call center during development meetings. Makes recommendations relating to integrating new products into existing automation and procedures.
• Train and mentor team members and ensure professional development while meeting company core values.
• Developing relationships with fellow managers and partners within the Line of Business.
• Manage: Inbound/Outbound Call Center

General Duties

• Support testing efforts for all system-related updates.
• Work with the appropriate departments to facilitate a smooth and timely response to all audit requests.
• Report status and results of the Servicing Units’ activities through weekly and monthly management reporting.
• Assist with creating or updating departmental procedures.
• Responsible for updating "How To" procedures and creating "How To" job aid procedures for areas of knowledge.
• Complete all compliance training in a timely manner.
• Flexibility in helping out in other areas/departments.
• Administrative duties as assigned.
• Perform other duties as assigned.

Education and Experience

• Two years mortgage servicing experience is preferred.
• Ability to build rapport quickly to convert inquiries into proper transfers to departments/agents for resolution.
• Ability to multitask and effectively manage time.
• Ability to communicate effectively – both in verbal and written form
• Desire to take personal responsibility to complete tasks and solve problems
• High school diploma or its equivalent
• Excellent organizational skills and strong work ethic
• Ability to remain professional even under strenuous situations
• Be able to empathize with a customer and take ownership of an issue

What You’ll Need to be Successful:

• Communication – your strong communication skills allow you to effectively assist other staff and follow up with customer inquires
• Accuracy and Thoroughness – you don’t miss the little things! You have a strong attention to detail and meet productivity standards
• Dependability – we can count on you to exercise personal and professional responsibility and work with limited direction when needed
• Initiative – you undertake self-development activities and seek increased responsibilities, asking for and offering help when needed
• Productivity – you have a proven ability to produce results in a fast-paced environment
• Planning and Organizing – you’re able to prioritize, organize and manage your time effectively
• Service – you promptly respond to requests for service and meet commitments made to customers and other employees
• Judgment and Discretion – you maintain confidentiality of sensitive information and exhibit sound and accurate judgement when making decisions
• Collaboration – you work well with other departments and individuals, maintaining communication needed to keep the workflow going.

Computer and Equipment Skills:

• Intermediate in Microsoft Office programs (Word, Excel, PowerPoint)
• Word processing (speed and accuracy)
• Email
• Internet software
• Use typical office equipment (computers, fax, phones, copiers, scanners, projectors, etc.)

REASONING and MENTAL ABILITIES

• Uses critical thinking skills to interpret instructions furnished in written, oral, diagram, or schedule form and analytical reasoning to identify patterns in servicing

PHYSICAL ABILITIES

• Vision (with or without correction) sufficient to read a computer screen at 20 inches and to operate office equipment or a car
• Clear speaking on the telephone and in person; hearing within normal ranges in noise environments typical of office
• Able to sit for long periods of time at computer or other work station and in meetings
• Able to finger and feel in order to use equipment, computers and operate equipment
• Able to lift 10 pounds occasionally unassisted

Essex Mortgage is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without attention to race, color, religion, sexual orientation, gender identity, national origin, veteran status, disability or any other characteristic protected by law.

Job Type: Full-time