Customer Experience Manager

About This Role

Lead a team of Customer Experience Specialists within the Mortgage Fulfillment Division, ensuring best-in-class consumer service. Manage daily operations, monitor performance, and drive process improvements while maintaining compliance and customer satisfaction.

Responsibilities

• Lead and develop a team of 8 Customer Experience Specialists focused on mortgage fulfillment and customer service excellence
• Manage, monitor, and measure the performance of queues and processes to ensure operational efficiency
• Oversee daily scheduling, including shifts, specialty assignments, vacations, meetings, and training adherence
• Coordinate across departments within PennyMac to ensure consistent and accurate execution of processes
• Leverage resources to monitor queue performance, identify trends, and implement business solutions
• Develop and implement innovative, efficient processes to improve cycle times and quality outcomes
• Support, recommend, and implement technology initiatives to enhance customer experience and operational effectiveness
• Review staff performance metrics regularly and provide coaching to drive continuous improvement
• Ensure compliance with company policies, procedures, and regulatory requirements

Requirements

• Proven management experience in a call center environment with strong customer service skills
• Experience using call monitoring tools/software
• Demonstrated success in pipeline management
• Required experience in financial services and mortgage industry
• Strong understanding of Federal, State, and Local mortgage regulations
• Advanced proficiency in Microsoft Office (Excel, Access, Word, PowerPoint)
• Strong leadership, communication, and problem-solving skills

Qualifications

• Proven management experience in a call center environment

Skills

* Required skills

Benefits