Customer Experience Manager

Job Title:

Customer Experience Manager

Location:

CA - Westlake Village

What you'll do:

As a Senior Servicing Analyst you'll be involved in a variety of loan servicing related functions spanning from loan boarding to default liquidation. You'll support AmeriHome's strategy of using sub-servicers by performing a mix of daily production tasks and oversight activities over processes outsourced to subservicing vendors. You'll support Loan Servicing functional areas or processes which may entail daily interactions with borrowers, counterparts at the sub-servicing vendors, as well as internal and external business partners.

• Ensure all servicing tasks, inquiries and/or complaints are worked to a resolution in a timely manner and with effective service to our customers. Identify opportunities to improve various areas within Loan Servicing and recommend solutions.
• Review, research, process, and respond to servicing inquiries of moderate to high complexity from customers, title companies, vendors, and internal personnel pertaining to loans and various areas within Loan Servicing.
• Investigate and resolve a variety of complex servicing issues spanning from loan boarding to default liquidation at the operational level.

What you'll need:

• 5+ years of related experience.
• High school diploma required.
• Intermediate to advanced knowledge of residential mortgage industry in Correspondent or Retail Lending, including sales, operations, capital markets and/or other residential mortgage products and services.
• Intermediate to advanced knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.
• Intermediate to advanced knowledge of loan servicing.
• In-depth knowledge of applicable servicing function preferred.
• Advanced experience with Microsoft Word and Excel.
• Advanced speaking and writing communication skills.

Compensation: Salary range for new hires is generally $84,045.00 - $103,000.00 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 [email protected] 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.

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