Subject Matter Expert Customer Experience

Role & Responsibilities

·      Manage end-to-end daily operations of the contact center to ensure seamless service delivery.

·      Oversee and optimize in-house process flows to maintain operational efficiency.

·      Ensure all internal & external operational workflows are running seamlessly and effectively

Identify areas for improvement across all touchpoints to ensure a seamless customer experience

·      Execute and implement strategies aimed at enhancing the overall customer experience.

·      Serve as the single point of support and coordination for all contact center-related functions.

·      Effectively handle all types of customer escalations, including high-level concerns (e.g., CEO escalations, priority cases).

·      Monitor performance metrics and drive initiatives to improve customer satisfaction and service quality.

Key Qualifications & Skills:

·      Proven track record of improving customer satisfaction scores and achieving service excellence. (3-4 years in customer service)

·      Deep understanding of customer service principles, operational best practices, and technology platforms (e.g., CRM systems).

·      Strong analytical skills with the ability to interpret data, identify trends, and make strategic decisions.

·      In-depth knowledge of mortgage lending regulations, industry standards, and emerging market trends.

·      Excellent communication, negotiation, and stakeholder management skills—both internal and external.

·      Proficient in CRM platforms, Microsoft Office Suite, and other relevant business tools.

·      Bachelor’s degree in any field

·      Proficiency in Microsoft office (Excel/PowerPoint)