Mortgage Division Customer Experience Manager

4 weeks ago


Pasadena, Texas, United States Insight Global Full time

Insight Global is seeking a seasoned Customer Experience Manager to lead a team of specialists in the Mortgage Fulfillment division. This manager will oversee the performance of queues and processes, ensuring a seamless consumer experience. Key responsibilities include managing daily queues, monitoring staff performance, and implementing innovative processes to improve cycle times and quality.

Key Requirements:

Proven experience in call center management with a strong focus on customer service

Ability to work with call monitoring tools and software

Demonstrated success in pipeline management and process improvement

Financial services and mortgage industry experience required

Strong understanding of applicable Federal, State, and Local mortgage regulations

Advanced knowledge of Microsoft Office (Excel, Access, Word, and PowerPoint)


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