Customer Experience Manager, Home Lending

HELOC is a fast-growing and strategically critical product line. The Customer Experience Manager will be instrumental in shaping how customers perceive and engage with our brand. This role ensures we deliver a trusted, streamlined, and supportive experience—one that sets us apart as we build a white-glove lending partner ecosystem and elevate the standard of customer support in home lending.

The Customer Experience Manager, HELOC will lead a team of Customer Experience (CX) agents responsible for supporting borrowers and applicants throughout their HELOC journey. This leader will manage all inbound customer communication channels—including phone, email, and future chat support—and will play a significant strategic role in shaping how customers interact with our Home Equity products.

This role works closely with cross-functional stakeholders from the following teams, quality, TPM, product,telephony and compliance. The ideal candidate combines strong people leadership with deep operational rigor, process thinking, and a passion for designing frictionless, empathetic customer interactions. As we move toward launching a white-glove lending partner experience, this person will champion a service model that delivers best-in-class support—whether self-service or person-to-person.

How you’ll make an impact

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

Minimum Qualifications

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