Customer Experience Manager

Job Title: Customer Experience Manager Location: CA - Westlake Village What you'll do: The Customer Experience Manager in the Office of the President supports the Director to advocate for borrowers across all lines of business, coordinates with internal departments and subservicers to ensure issues are resolved, and tracks, monitors, and reports on items to ensure successful resolution. This is an individual contributor role. What we are looking for: • Ensures that incoming escalated phone calls, emails, and mail are tracked and handled appropriately, customer privacy is maintained, and correct information is provided • Resolves complaints directed to executives and regulators via telephone and correspondence • Ensures that regulatory complaints are completed within SLAs • Ensures that borrower escalations/complaints are handled within corporate and regulatory guidelines • Dynamic and independent problem solver that can research, formulate and execute resolutions for complex and unique complaints • Experienced with initiatives that proactively detect and resolve borrower issues and can form strong partnerships with internal departments, vendors and subservicers to achieve results • Continuous review of trends to identify possible root causes of complaints, including escalations from verbal to written, in support of initiatives to reduce complaint volumes • Reviews and monitors escalations/complaints in flight to ensure timely resolution • Provide reporting to management on escalations/complaints, both in flight and completed, including complaint trending • Review/Audit items to ensure items are completed accurately and promptly • Support directives, which focus on leading the team to productivity and quality goals • Effectively manage risk • Work with internal and external business partners to ensure efficient and effective business operations • Formulate recommendations and assist with the design of processes and procedures to support call and escalation functions • Continuous process improvement review and provide recommendations to increase productivity and quality What you need to have: • Minimum 5 years mortgage servicing experience in customer contact and escalations, Office of the President, or similar area • Preferred 2 years supervisory experience • High School Diploma or GED Equivalent • Strong business acumen with demonstrated critical thinking and decision-making skills • Process analysis and improvement • Self-starter and self-motivated to meet job expectations and goals • Able to motivate others to meet their own job expectations and goals • Ability to work independently and as a team player • Clear and effective written and verbal communication skills • Basic proficiency in Microsoft Office products (Excel, Word, etc.) • Experience with a ticketing system such as Salesforce or JIRA Service Desk a plus • Proficiency in MSP a strong plus Compensation: Salary range for new hires is generally $84,045.00 - $98,875.00 for Westlake Village, CA. Salary amount is determined by specific job location. In addition, the role may be eligible for annual bonus/incentives earned. Benefits you’ll love: We offer all the important things you'd want — like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you’ll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career! About the company: AmeriHome Mortgage is a Western Alliance Bank company. Western Alliance Bank is a wholly owned subsidiary of Western Alliance Bancorporation. Alliance Bank of Arizona, Alliance Association Bank, Bank of Nevada, Bridge Bank, First Independent Bank, and Torrey Pines Bank are divisions of Western Alliance Bank; Member FDIC. Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email HR@westernalliancebank.com or call 602-386-2488. When contacting us, please provide your contact information and state the nature of your accessibility issue. We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process. © Western Alliance Bancorporation About Western Alliance Bancorporation With more than $70 billion in assets, Western Alliance Bancorporation (NYSE:WAL) is one of the country’s top-performing banking companies. Through its primary subsidiary, Western Alliance Bank, Member FDIC, clients benefit from a full spectrum of tailored commercial banking solutions and consumer products, all delivered with outstanding service by industry experts who put customers first. Major accolades include being ranked as a top U.S. bank in 2023 by American Banker and Bank Director. Serving clients across the country wherever business happens, Western Alliance Bank operates individual, full-service banking and financial brands with offices in key markets nationwide. For more information, visit Western Alliance Bancorporation. For more information, visit Western Alliance Bank online. 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