Client Experience Team Lead

The role:

As a Client Experience Team Lead, you will not only perform duties related to Retention, Loan Restructure, and Customer Service, but you will also take on a leadership role responsible for coaching, training, and developing a team of Home Loan Member Advocates. You will help your team enhance their customer service, sales, and product knowledge skills while ensuring performance excellence. In this role, you will support peers in navigating complex member interactions and drive process improvements across the team to elevate the member experience.

What You’ll Do:

Team Leadership & Development:

• • Serve as a subject matter expert and mentor for peers within the Home Loan Member Advocate team.
  • Provide day-to-day coaching and feedback to team members to support performance growth and skill development.
  • Lead training initiatives and facilitate onboarding for new hires and upskilling for existing team members.
  • Conduct regular quality checks and provide coaching based on service and compliance standards.
  • Foster a collaborative and inclusive team environment focused on accountability, learning, and delivering excellent member outcomes.

Retention:

• • Identify sales opportunities while servicing customers in order to retain business.
  • Work with management to create, optimize, and evolve retention strategies to keep clients in the future.
  • Work closely with secondary markets to ensure minimum company profitability margins are still met while retaining existing borrowers.
  • Evaluate and identify the customer service experience to drive improvements. 
  • Develop an understanding of what is needed to create a great client experience.
  • Provide direct feedback to management to ensure sales and operations teams are providing excellent customer service.
  • Evaluate program results and optimize as needed with management.

Loan Restructure:

• • Identify and address loan guideline fails.
  • Work directly with the borrower and operations team to ensure the restructured loan is successfully delivered to our borrower and terms are agreed upon.
  • Work closely with processing, sales, and secondary to minimize customer engagement and maximize the overall customer experience with limited delays and contact.
  • Identify areas of customer improvement to optimize the customer service experience.
  • Develop an understanding of what is needed to create a great client experience.
  • Provide direct feedback to management to ensure sales and operations teams are providing excellent customer service.
  • Evaluate program results and optimize as needed with management.
  • Improve lock-to-fund conversions by managing escalated files and bringing resolution with improved cycle times.

What you’ll need:

• Bachelor’s Degree and 2+ years of proven sales experience in the mortgage industry as a licensed loan officer.
• Active NMLS license required.
• Demonstrated experience coaching or mentoring peers in a professional environment.
• Strong knowledge of Fannie Mae, Freddie Mac, VA, and FHA guidelines (Jumbo experience is a plus).
• Proven ability to manage a pipeline of 15–25 loans and balance individual responsibilities with leadership duties.
• Excellent communication skills, both written and verbal.
• Ability to thrive under pressure and foster the same in others.
• A passion for delivering outstanding client experiences and helping others do the same.

Nice to have:

• Experience using Encompass LOS and Optimal Blue.
• Familiarity with Day One Certainty Validations, HomeReady, and HomePath products.
• Previous experience in a leadership or training capacity in a mortgage or financial services setting.