Client Experience & Pipeline Manager

The Work

Client Experience Management

• Serve as the primary point of contact for borrowers and sales management, providing clear communication on loan status, required documentation, and next steps.
• Proactively address borrowers questions, concerns, and feedback to maintain a positive borrower experience.
• Ensure all client communications are timely, professional, and compliant with company and regulatory standards.
• Monitor borrower satisfaction surveys and implement improvements based on feedback.

Pipeline Oversight & Workflow Management

• Maintain visibility over the entire loan pipeline, from application to funding.
• Track loan milestones and ensure all tasks are completed on schedule to meet or exceed closing timelines.
• Identify and resolve bottlenecks by coordinating with loan officers, processors, underwriters, and closing departments, also escalating to Operations and/or Sales Management as needed.
• Prepare and distribute daily/weekly pipeline reports for management and sales teams.

Cross-Functional Leadership

• Partner closely with Underwriting, Sales, Valuations, Construction, and Operations to ensure smooth, timely handoffs and consistent communication.
• Promote cross-department communication and track Service Level Agreements (SLAs) to ensure an efficient workflow.

Compliance & Quality Control

• Ensure all files meet compliance and investor guidelines at every stage of the process.
• Review documentation for completeness, accuracy, and adherence to lending policies.
• Partner with the compliance team to address any regulatory updates impacting client communication or loan processing.

Team Collaboration & Training

• Collaborate with sales and operations to ensure smooth loan transitions between departments.
• Provide training and guidance to team members on best practices for client engagement and pipeline management.
• Lead regular pipeline meetings to align the team on priorities and address challenges.

Performance & Process Improvement

• Develop and monitor key performance indicators (KPIs) related to client satisfaction, closing timelines, and pipeline throughput rate.
• Recommend and implement process enhancements to improve efficiency, borrower satisfaction, and loan turnaround times.
• Stay current with industry trends, mortgage technology, and customer service innovations.

Your Skills and Experience

• Bachelor’s degree in business, finance, or related field (preferred) or equivalent work experience.
• Minimum 5 years of experience in mortgage operations, processing, or pipeline management.
• Proven track record of client service excellence and operational oversight in a mortgage or lending environment.
• Strong understanding of mortgage products, processes, and regulatory requirements.
• Excellent interpersonal, written, and verbal communication skills.
• Ability to prioritize tasks in a fast-paced, deadline-driven environment.
• Proficiency in mortgage loan origination systems (LOS) and CRM platforms.
• Ability to develop process and technology enhancements
• Strong problem-solving skills and attention to detail.

The Pay

Salary range is $110,000 - $130,000 per year with a discretionary bonus of 20% per year.

The Work Environment

• This role works on-site from Ascent's Encino office, Monday - Thursday (Fridays are work-from-home).
• Full-time, 40 hours per week; must be available for occasional overtime.
• Some nights and weekends required.