Upstart
Customer Experience Manager, Home Lending
Burlingame, CA, USA; Columbus, OH, USA. Posted a month ago
The role
The Customer Experience Manager will lead a team of agents supporting borrowers and applicants throughout the HELOC journey. This role involves managing inbound communication channels and developing strategies to optimize team performance and customer interaction.
What you will do
- Develop and implement strategies to optimize team performance and achieve department goals
- Monitor team performance metrics and KPIs
- Implement corrective actions as needed
- Oversee customer communication channels for CX and Loan processing teams
- Maintain SLA for customer communication
- Drive Channel Strategy for phones, emails, chat, message center and other self service channels
Required qualifications
- 3+ years of people management experience
- 3+ years experience working in the Home Lending industry at a Financial Institution or Mortgage company
- 2+ years experience working with telephony systems building workflows and reporting
- Strong analytical and problem solving skills
- Relentless drive for qualitative and quantitative improvement in customer sentiment
Nice to have
- 5+ years of people leadership experience in an operations environment
- NMLS Licensed
- Servicing or Interim-servicing experience
- Previous background managing customer facing teams or driving customer experience strategy
Benefits
- Base pay, bonus opportunities, and annual equity grants that vest quarterly
- 401(k) or Group Retirement Savings Plan with a company match of $2 for every $1 contributed, up to $15,000 annually
- Employee Stock Purchase Plan (ESPP) for eligible employees (US only)
- Medical, dental, vision, and wellness resources
- Health Savings Account contributions for eligible plans (US only)
- Life insurance and disability coverage
- Paid time off, sick leave, and company holidays
- Paid family and parental leave
- Family-centered benefits for fertility, parenthood, and caregiving
- Employee Assistance Program (EAP)
- Financial wellness resources and financial concierge service (US Only)
- Annual wellness allowance
About the company
Upstart is an AI lending marketplace that partners with banks and credit unions to expand access to affordable credit. The company is digital-first and employs people across 80+ cities in the US and Canada.