Job Title: Mgr, Customer Experience

Location: US-MO-St. Louis

Hourly Rate: USD $33.65

Onsite/Remote: 100% Onsite

Overview:

Responsibilities:

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
• 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

Qualifications:

• 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)

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.