LendingHome is hiring an

Experience Manager - Team Lead

San Francisco, United States

The Company

LendingHome is reimagining the mortgage process from the ground up based in technology as a simple, fast, transparent marketplace for borrowers and investors. We’re building the best way to get a mortgage and the best way to invest in them. LendingHome is taking on a huge opportunity and growing rapidly towards becoming the next great financial services brand powered by the most advanced mortgage platform in the world.

The Team

The LendingHome Customer Experience organization is rooted in three core principals; Doing the Right Thing, Commitment to Excellence and Winning as a Team.  Each teammate centers their work around trying to make a difference in the lives of each and every customer daily - through helping them successfully secure financing and grow their business.

 

The Role

As a LendingHome Experience Manager Team Lead, you are responsible for helping your team members become true champions of their customers: empowering them to deepen relationships with borrowers, increase their production and provide an exceptional customer experience.  This includes serving as the lead for focusing on the right priorities, scaling best practices across your team, and personifying the values and principles of the CXO.

 

The Output

The Experience Manager Team Lead will help their team excel towards key individual and team outcomes through coaching, escalation coverage, best practice scaling, and prioritization, while maintaining accountability and consistency within our core CXO values and principles.

The Responsibilities

The Experience Manager Team Lead will help their team maximize their potential and output through consistent execution of the following:

  • Build a culture that celebrates the customer and recognizes achievement.
  • Create a team environment that encourages continual-learning, healthy debate and the respect for each role.  
  • Actively coach your team - Guide them to become the best versions of themselves and contribute to the growth of others.  
  • True subject matter expert resource on LH processes and guidelines from application through closing, with ability to guide and teach your teammates to scale your expertise.
  • Deliver consistent and actionable feedback, consistent with CXO values, principles, and guidelines. Deliver insightful synopsis to your functional lead to tailor their coaching and mentoring.
  • Be present with your team to respond to and triage issues on the floor.
  • Empower your team members to commit to success and win as a team. Foster a culture of hard work, customer service, and executing the necessary milestones and activities to be a successful EM and teammate.
  • Help your Experience Manager team to be the champions of their customers:  
    • Serve as primary LH point-of-contact for current & prospective customers
    • Proactively onboard and educate new LendingHome clients - Setting them up for long term success, submitting and managing loans through the LH platform
    • Deepen relationships with repeat clients, resulting in increased production
    • Set clear expectations on the “life of a loan” through the LendingHome origination experience
  • Monitor and manage prioritization and daily activity management.
  • Escalation Coverage and strong command on LendingHome credit policy and process.
  • Onboarding and Training of new Experience Managers
  • Have a sense of humor.

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