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Sr. Customer Experience Analyst

Location: Dallas, TX, United States
Req ID: 012566

Job Description

Description

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Check It Out!

Ready to be a Cooper too? This might just be right up your alley!

We’re here to keep the dream of home ownership alive. Oh, and while we’re at it, we’re determined to change the lending industry itself. It’s simple, but it won’t be easy. And we’ll need a great team behind us. (That’s where you come in.) We want to show the world that transparency, candor and collaboration aren’t just good values. They’re good business. Working here isn’t for people who want to punch a clock. It’s for people who want to punch a hole in the status quo. Come join us. And make a difference instead of just a living.

ESSENTIAL JOB FUNCTIONS
 

Describe the essential functions for which the Job is accountable.  Essential Functions are those which are specific and unique to this position and when removed changes the nature of the job itself

  • Core Values – Actively supports, believes and embraces Mr. Coopers Core Values of Champion, Challenger, and Cheerleader. All core values are extremely important to this role   
  • Maintain DTC Customer Communications Library – Keep the Library updated with all major customer touchpoints and ensure that the customer journey is “frictionless” when it comes to documented and scripted interactions, always keeping the customer POV in mind
    • Understand key goals, Business metrics and procedures.
  • Consultation Skills – A quasi - consultative relationship with line of business, especially customer-facing managers and AVPs is required. These skills are needed when:
    • Sharing and Discussing Satisfaction Survey Results - discuss satisfaction survey results, trending, comparisons and plans of action to increase overall customer satisfaction performance
    • Managing and gaining insight into escalated complaint responses
    • Being creative in identifying, proposing & implementing process improvement opportunities - gain consensus on changes that will improve individual, team and organizational performance.
  • Management & reporting of key performance indicators (KPIs) – Analyze, Evaluate & Provide Results to management on complaint, compliment, and customer satisfaction as required.

EDUCATION/EXPERIENCE REQUIREMENTS

  • Bachelors in Business or Finance or related field with major course work in a discipline related to the requirements of the position is preferred
  • 2-3 years of Mortgage Originations experience required. (e.g. - mortgage sales and fulfillment, or loan servicing)
  • Heavy Customer Complaint Response experience required.
  • Encompass Mortgage Loan Origination Software tool experience prefer
  • Ability to work individually with managers, AVPs and VPs and subject matter experts
  • Attention to detail, follow up and follow through while juggling multiple priorities
  • Excellent interpersonal, verbal, written, and listening skills
  • Basic Understanding of business tools.  Proficiency in Microsoft Office Suite( Word, Excel, PowerPoint) SharePoint, and Snagit
  • Ability to travel up to 25% preferred

Mr. Cooper is committed to nurturing a diverse and inclusive environment where every employee is empowered to be their authentic self.  We know that a large part of our success as a business is directly tied to our ongoing efforts to attract and retain diverse talent and maintain an inclusive environment where each employee can thrive.  Embracing and leveraging diversity through an inclusive work environment fosters new ideas, new insights, and constant innovation.  We strive to weave the principles of diversity and inclusion throughout the fabric of how we work, how we interact, and how we engage with our customers and the community.

Job Requisition ID:

012566

Job Category:

Originations

Primary Location City:

Dallas

Primary Location Region:

Texas

Primary Location Postal Code:

75019

Primary Location Country:

United States of America

Posting Organization:

Mr. Cooper

Line of Business:

Origination

Additional Posting Location(s):

Chandler, Santa Ana, CA

Alternate Requisition:

No

Summary

The Sr. Customer Experience Analyst, will be essential in Direct to Consumer’s customer facing initiatives: our management of the end to end customer journey, key touchpoints and communications; management of customer complaints and coordinated responses and downstream reporting; suggesting improvements in people, process and technology to improve the customer experience; and our measurement and reporting of customer satisfaction. This Sr. Customer Experience Analyst must maintain standards, meet timelines, exude proactive abilities to work, while continuously keeping the customer “point of view” (POV) at the center of decisions being made, as well as celebrating team members when warranted. They must meet the job description and requirements of the role, or have experience that delivers added value.
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