98 Customer Experience Manager Jobs in Tampa, FL
PennyMac is Hiring a Customer Experience Manager Near Tampa, FL
PENNYMAC
Pennymac (NYSE: PFSI) is a specialty financial services firm with a comprehensive mortgage platform and integrated business focused on the production and servicing of U.S. mortgage loans and the management of investments related to the U.S. mortgage market.
At Pennymac, our people are the foundation of our success and at the heart of our dynamic work culture. Together, we work towards a unified goal of helping millions of Americans achieve aspirations of homeownership through the complete mortgage journey.
A Typical Day
The Customer Experience 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 Manager will:
- 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
- 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
What You’ll Bring
- 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)
Why You Should Join
As one of the top mortgage lenders in the country, Pennymac has helped over 4 million lifetime homeowners achieve and sustain their aspirations of home. Our vision is to be the most trusted partner for home. Together, 4,000 Pennymac team members across the country are guided by our core values: to be Accountable, Reliable and Ethical in all that we do.
Pennymac is committed to conducting a business that makes positive contributions and promotes long-term sustainable growth and to fostering an equitable and inclusive environment, where all employees and customers feel valued, respected and supported.
Benefits That Bring It Home: Whether you're looking for flexible benefits for today, setting up short-term goals for tomorrow, or planning for long-term success and retirement, Pennymac's benefits have you covered. Some key benefits include:
- 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
To learn more about our benefits visit: https://pennymacnews.page.link/benefits
Compensation: Individual salary may vary based on multiple factors including specific role, geographic location / market data, and skills and experience as defined below:
- Lower in range - Building skills and experience in the role
- Mid-range - Experience and skills align with proficiency in the role
- Higher in range - Experience and skills add value above typical requirements of the role
Some roles may be eligible for performance-based compensation and/or stock-based incentives awarded to employees based on company and individual performance.
Salary
$65,000 - $100,000Work Model
OFFICEJob Summary
Full Time
$78k-110k (estimate)
12/29/2023
04/05/2025
pennymac.com
<25
The following is the career advancement route for Customer Experience Manager positions, which can be used as a reference in future career path planning. As a Customer Experience Manager, it can be promoted into senior positions as a Customer Experience Senior Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Experience Manager. You can explore the career advancement for a Customer Experience Manager below and select your interested title to get hiring information.
If you are interested in becoming a Customer Experience Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Experience Manager for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Customer Experience Manager job description and responsibilities
Begins with understanding each customer and their specific need.
01/05/2022: Muskegon, MI
Collecting customers’ feedback keeps the CEM on the right track to designing the perfect customer experience.
02/23/2022: Lima, OH
They supervise the customer experience and service teams, direct and monitor their activities and train their members.
01/19/2022: Pensacola, FL
They're also responsible for leading both the customer service and the customer experience teams.
02/21/2022: Charleston, SC
Businesses need to acknowledge customer feelings, which can be done through active listening, making statements and asking questions related to what the customer has said.
02/11/2022: Roanoke, VA
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Customer Experience Manager jobs
They work alongside upper management to promote retention of customers and overall positive experience with the brand.
12/23/2021: Idaho Falls, ID
Customer experience managers are also responsible for overseeing the hiring and training of customer experience personnel to ensure an effective workforce.
01/20/2022: Passaic, NJ
Measure and analyse customer feedback.
02/11/2022: Bradenton, FL
Build and maintain strong, long-lasting customer relationships as the result of being a trusted advisor.
12/21/2021: Alexandria, LA
Operate with understanding, utilize active listening, patience, empathy, and kindness to customers and Team Members alike.
03/03/2022: Newark, NJ
Step 3: View the best colleges and universities for Customer Experience Manager.
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