Customer Experience Manager, Home Lending

📋 Description

• Help develop and implement strategies to optimize team performance and achieve department goals and
• Monitor team performance metrics and KPIs, identify areas for improvement, and implement corrective
• Oversee customer communication channels for both the CX and Loan processing teams ensuring the best
• Drive Channel Strategy (phones, emails, chat, message center and other self service channels).

🎯 Requirements

• 3+ years of people management experience demonstrating strong leadership and interpersonal skills
• 3+ years experience working in the Home Lending industry at a Financial Institution or Mortgage
• 2+ years experience working with telephony systems building workflows and reporting.
• Strong analytical and problem solving skills with the ability to identify issues and develop
• Relentless drive for qualitative and quantitative improvement in customer sentiment.
• 5+ years of people leadership experience in an operations environment. (Preferred)

🎁 Benefits

• Competitive compensation, including base pay, bonus opportunities, and annual equity grants that
• Retirement benefits including a 401(k) or Group Retirement Savings Plan with a company match of $2
• Employee Stock Purchase Plan (ESPP) with discounted stock purchase options (US only)
• Comprehensive health coverage including medical, dental, vision, and wellness resources (US and
• Health Savings Account contributions from Upstart for eligible plans (US only)
• Income protection benefits including life insurance and disability coverage