Customer Experience Manager jobs at Emprise Bank - 219 jobs

At Cotality, we are driven by a single mission-to make the property industry faster, smarter, and more people-centric. Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society. Cotality is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At Cotality, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry. Job Description: As a Manager, Customer Experience, you have a passion for service excellence and are ready to lead a team of front-facing company representatives who liaise between our clients and their current customers. Clients are our North Star here at Cotality. In this role you will foster open and effective communication channels, demonstrate empathy in all client interactions, mentor your team to ensure they provide compassionate and responsive service, and utilize strong problem-solving skills to address and resolve client issues efficiently. What you will do: * Collaborate with both internal and external teams to facilitate a seamless client experience. * Foster a high-energy, client-centric operation based on accountability and engagement. * Manage the client relationship through weekly and monthly client status update meetings, annual business reviews, escalation resolution, adhering to Service Level Agreements, and maintaining high work quality. Manage effective email communication to meet client expectations in a timely and professional manner. * One-on-one coaching, counseling, and training of customer care associates. This may include drafting and presenting formal coaching, corrective action, and performance improvement plans to ensure high performance standards are met. * Drive accountability for direct reports in key performance areas such as Production and Quality Control. Monitor the quality of calls and provide verbal and written feedback to customer care associates. Address training needs and performance management with employees as necessary. Respond to internal and external stakeholders to ensure quality issues are resolved. * Develop and measure key performance indicators (schedule adherence, after call work, quality, efficient call-handling, and attendance/reliability) at both team and individual level to gauge and enhance operational effectiveness. * Interviewing and selection of new employees. * Train and lead staff in all departmental operations, processes, procedures, and requirements. * Communicating departmental initiatives and priorities to the team. Presenting data in a compelling manner to drive vision and purpose with internal and external stakeholders. * Maintain a culture of continuous improvement and professional development. * Provide operational agility, including cross-training and business continuity. * Provide coverage assistance to Contact Center management team and assist with covering evening/weekend shifts. Job Qualifications: What you will bring: * Bachelor's degree preferred or equivalent 5+ years of relevant work experience in escrow, real estate, title insurance, or other relevant industry. * 4+ years of related experience with a background in real estate, mortgage, escrow, quality auditing and 3+ years of leadership experience. * Proven ability to lead teams in a fast-paced, client-centric, results-oriented culture * Exceptional leadership skills, including team-building and emotional intelligence * Demonstrated ability to motivate teams and to manage change effectively * Strong interpersonal, negotiation, and conflict resolution skills * Excellent written and oral communication skills including the ability to communicate complex data in a clear and concise manner to multiple audiences. * Excellent planning and organizational abilities * Experience managing and/or interacting with geographically distributed teams. * Ability to prioritize and conduct multiple projects simultaneously and maintain day-to-day operational excellence. * Demonstrated ability to lead root cause analysis (RCA) for recurring issues and implement long-term solutions to improve service delivery. * Strong analytical and problem-solving skills with an ability to develop alternative solutions for complex situations. * Strong understanding of data and trends and ability to apply analytical problem-solving skills to data sets. * Proficient computer skills including the use of Microsoft suite of products (Teams, Outlook, Excel, and Office). * Ability to maintain positive and professional demeanor that lifts up others even in fast-paced, high-stress situations. * Familiarity with MSP/BlackKnight and Sagent is a plus. * Prior Lean Six Sigma training and/or experience is a plus. Key Leadership Attributes: * Open to feedback * Resilient * Takes ownership * Emotional Intelligence * Positivity * Continuous Improvement Mindset * Accountability What to expect: * Contact center experiences a busy season during Q4. * The management team has a rotation to cover the evening schedule and at times will be required to support the contact center until the 8pm CST closing time. * Associate managers should expect a span of control of approximately 12-15 direct reports. * Familiarity with MSP/BlackKnight and Sagent is a plus. * Cotality offers a Flexible Work Model that includes a hybrid schedule. Management is expected to be in the office 1-2 days per week (work from home is permitted for the other 3-4 days) and the team has an in-office coverage schedule to ensure the customer care associates have adequate management support on site. * Other in-office time may be required based on business need or to attend "Moments that Matter" (MTM) events hosted department or company-wide. * Associate managers should expect to sit, stand, type, and use a laptop computer and headset on a daily basis. #LI-RS1 Annual Pay Range: 65,200 - 73,200 USD Application Window: This opportunity is expected to remain posted through the date identified below, subject to business needs. 2025-12-09 Thrive with Cotality At Cotality, we offer more than just a job, we provide a benefits experience designed to support your whole self. From a flexible working model to competitive time off and standout health coverage with meaningful perks and growth opportunities, our package is built to help you thrive at work and in life. Highlights include: * Time off: Generous PTO and 11 paid holidays, plus well-being and volunteer time off. * Family Support: Up to 16 weeks of fully paid parental leave and a baby stipend. * Health: Multiple medical plan options with mental health and wellness support offerings. * Retirement: 401(k) with company match and vesting after one year. * Financial Perks: $400 annual well-being stipend and tuition assistance up to $5,250. * Extras: Recognition Rewards, Referral bonuses, exclusive discounts and more! * Click here to see a comprehensive list of our benefit offerings. Cotality is an Equal Opportunity employer committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or status as a veteran of the Armed Forces, or any other basis protected by federal, state or local law. Cotality maintains a Drug-Free Workplace. Cotality is fully committed to a work environment that embraces everyone's unique contributions, experiences and values. We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. We are better together when we support and recognize our differences. Privacy Policy Global Applicant Privacy Policy By providing your telephone number, you agree to receive automated (SMS) text messages at that number from Cotality regarding all matters related to your application and, if you are hired, your employment and company business. Message & data rates may apply. You can opt out at any time by responding STOP or UNSUBSCRIBING and will automatically be opted out company-wide. Connect with us on social media! Click on the quicklinks below to find out more about our company and associates

At Cotality, we are driven by a single mission-to make the property industry faster, smarter, and more people-centric. Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society. Cotality is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At Cotality, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry. Job Description: As a Manager, Customer Experience, you have a passion for service excellence and are ready to lead a team of front-facing company representatives who liaise between our clients and their current customers. Clients are our North Star here at Cotality. In this role you will foster open and effective communication channels, demonstrate empathy in all client interactions, mentor your team to ensure they provide compassionate and responsive service, and utilize strong problem-solving skills to address and resolve client issues efficiently. What you will do: * Collaborate with both internal and external teams to facilitate a seamless client experience. * Foster a high-energy, client-centric operation based on accountability and engagement. * Manage the client relationship through weekly and monthly client status update meetings, annual business reviews, escalation resolution, adhering to Service Level Agreements, and maintaining high work quality. Manage effective email communication to meet client expectations in a timely and professional manner. * One-on-one coaching, counseling, and training of customer care associates. This may include drafting and presenting formal coaching, corrective action, and performance improvement plans to ensure high performance standards are met. * Drive accountability for direct reports in key performance areas such as Production and Quality Control. Monitor the quality of calls and provide verbal and written feedback to customer care associates. Address training needs and performance management with employees as necessary. Respond to internal and external stakeholders to ensure quality issues are resolved. * Develop and measure key performance indicators (schedule adherence, after call work, quality, efficient call-handling, and attendance/reliability) at both team and individual level to gauge and enhance operational effectiveness. * Interviewing and selection of new employees. * Train and lead staff in all departmental operations, processes, procedures, and requirements. * Communicating departmental initiatives and priorities to the team. Presenting data in a compelling manner to drive vision and purpose with internal and external stakeholders. * Maintain a culture of continuous improvement and professional development. * Provide operational agility, including cross-training and business continuity. * Provide coverage assistance to Contact Center management team and assist with covering evening/weekend shifts. Job Qualifications: What you will bring: * Bachelor's degree preferred or equivalent 5+ years of relevant work experience in escrow, real estate, title insurance, or other relevant industry. * 4+ years of related experience with a background in real estate, mortgage, escrow, quality auditing and 3+ years of leadership experience. * Proven ability to lead teams in a fast-paced, client-centric, results-oriented culture * Exceptional leadership skills, including team-building and emotional intelligence * Demonstrated ability to motivate teams and to manage change effectively * Strong interpersonal, negotiation, and conflict resolution skills * Excellent written and oral communication skills including the ability to communicate complex data in a clear and concise manner to multiple audiences. * Excellent planning and organizational abilities * Experience managing and/or interacting with geographically distributed teams. * Ability to prioritize and conduct multiple projects simultaneously and maintain day-to-day operational excellence. * Demonstrated ability to lead root cause analysis (RCA) for recurring issues and implement long-term solutions to improve service delivery. * Strong analytical and problem-solving skills with an ability to develop alternative solutions for complex situations. * Strong understanding of data and trends and ability to apply analytical problem-solving skills to data sets. * Proficient computer skills including the use of Microsoft suite of products (Teams, Outlook, Excel, and Office). * Ability to maintain positive and professional demeanor that lifts up others even in fast-paced, high-stress situations. * Familiarity with MSP/BlackKnight and Sagent is a plus. * Prior Lean Six Sigma training and/or experience is a plus. Key Leadership Attributes: * Open to feedback * Resilient * Takes ownership * Emotional Intelligence * Positivity * Continuous Improvement Mindset * Accountability What to expect: * Contact center experiences a busy season during Q4. * The management team has a rotation to cover the evening schedule and at times will be required to support the contact center until the 8pm CST closing time. * Associate managers should expect a span of control of approximately 12-15 direct reports. * Familiarity with MSP/BlackKnight and Sagent is a plus. * Cotality offers a Flexible Work Model that includes a hybrid schedule. Management is expected to be in the office 1-2 days per week (work from home is permitted for the other 3-4 days) and the team has an in-office coverage schedule to ensure the customer care associates have adequate management support on site. * Other in-office time may be required based on business need or to attend "Moments that Matter" (MTM) events hosted department or company-wide. * Associate managers should expect to sit, stand, type, and use a laptop computer and headset on a daily basis. #LI-RS1 Annual Pay Range: 65,200 - 73,200 USD Application Window: This opportunity is expected to remain posted through the date identified below, subject to business needs. 2025-12-09 Thrive with Cotality At Cotality, we offer more than just a job, we provide a benefits experience designed to support your whole self. From a flexible working model to competitive time off and standout health coverage with meaningful perks and growth opportunities, our package is built to help you thrive at work and in life. Highlights include: * Time off: Generous PTO and 11 paid holidays, plus well-being and volunteer time off. * Family Support: Up to 16 weeks of fully paid parental leave and a baby stipend. * Health: Multiple medical plan options with mental health and wellness support offerings. * Retirement: 401(k) with company match and vesting after one year. * Financial Perks: $400 annual well-being stipend and tuition assistance up to $5,250. * Extras: Recognition Rewards, Referral bonuses, exclusive discounts and more! * Click here to see a comprehensive list of our benefit offerings. Cotality is an Equal Opportunity employer committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or status as a veteran of the Armed Forces, or any other basis protected by federal, state or local law. Cotality maintains a Drug-Free Workplace. Cotality is fully committed to a work environment that embraces everyone's unique contributions, experiences and values. We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. We are better together when we support and recognize our differences. Privacy Policy Global Applicant Privacy Policy By providing your telephone number, you agree to receive automated (SMS) text messages at that number from Cotality regarding all matters related to your application and, if you are hired, your employment and company business. Message & data rates may apply. You can opt out at any time by responding STOP or UNSUBSCRIBING and will automatically be opted out company-wide. Connect with us on social media! Click on the quicklinks below to find out more about our company and associates

Innovate with purpose At BILL, we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools, we help businesses-from startups to established brands-make smarter decisions and gain control of their operations. And we don't stop there: we're creating the future of financial automation so businesses can spend more time on what matters. Working here means you become part of a vision-driven team that's ready to tackle challenges and build cutting-edge solutions. We value purpose, drive, and curiosity-and we thrive in a fast-paced, ever-changing environment. Whether in one of our offices in San Jose, CA, Draper, UT, or working remotely, BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks. BILL builds high performing teams and we seek to hire the best talent for every role. We're committed to building a workplace that fosters inclusion and diverse perspectives, valuing each person's unique skills and experiences. We'd love to hear from you-you might be just what we're looking for, whether in this role or another. ✨ Let's give businesses more time for what matters. Do the best work of your career as a champion for small and mid-size businesses. BILL is a leader in financial automation software for small and midsize businesses (SMBs). As a champion of SMBs, we are dedicated to automating the future of finance so businesses can thrive. Hundreds of thousands of businesses trust BILL solutions to manage financial workflows, including payables, receivables, and spend and expense management. With BILL, businesses are connected to a network of millions of members, so they can pay or get paid faster. Through our automated solutions, we help SMBs simplify and control their finances, so they can confidently manage their businesses, and succeed on their terms. BILL is a trusted partner of leading U.S. financial institutions, accounting firms, and accounting software providers. We have operations in San Jose, CA and Draper, UT, and are continuing to expand into other geographic locations. If you're looking for a place that helps you do the best work of your career, look no further than BILL. This position is based in Draper, UT or San Jose, CA, hybrid 3x per week. Make your impact within a rapidly growing Fintech Company The Strategic Program Management office (SPMO) is responsible for project managing work that is part of the Customer Experience Operations (CXO) division's strategic roadmap. We partner with all CXO team members up through to our highest level leaders (known as LT) to execute transformative work and lead our governance process. As a member of SPMO, you execute on operational initiatives/projects with excellence, develop trusted partnerships with our stakeholders, and drive strategic thinking across CXO. This is done to support the evolution and transformation of our Customer Experience organization. Specific Responsibilities include: Gain a deep understanding of CXO priorities and execute on projects that deliver value against CXO objectives Plan, Coordinate, Lead and Govern complex must deliver projects and deliverables that align to department goals and/or CXO organizational strategy. Document and track program and project results against defined milestones. Measure and report on key project indicators. Quantify the value of program execution Provide strategic insights, analytics, and assessment for projects and ad-hoc requests in support of our transformation initiatives Provide execution support for strategic planning and governance processes, meetings, communications, and presentations, including preparation of communications to all stakeholder audiences including executive leadership Identify and mitigate project risk in partnership with project teams. Escalate blockers to stakeholders and accountable leaders up through and potentially including the CXO VP Be a change advocate through the creation and execution of change management and communication plans for important CXO deliverables Proactively assist business partners in facilitating process design and improvement activities Deliver on assigned work with minimal oversight, managing across levels to solve for evolving priorities, ambiguity, and milestones. We'd love to chat if you have: Minimum 5 years of related experience Demonstrated strong leadership skills, exceptional communication, and relationship building skills for coordinating and developing positive working relationships with external partners and internal teams. Led, managed, and played an active, contributing role to project execution, governance, and delivery, including independently creating, implementing, and executing organizational processes Managed and facilitated meetings with a variety of stakeholders and demonstrated the ability to influence/drive consensus among cross functional teams Provided insight, analytics, and assessment to support planning and/or delivery of projects targeted to achieve the strategic vision or roadmap. Monitored Customer Service industry trends and environment, analyzed service and operational opportunities, and leveraged key performance indicators, business trends and product developments to improve the customer experience or overall business Prepared presentation materials for key governance meetings, including executive and senior leadership meetings, to support the development, status, and creation of short- and long-term strategies, projects, and key deliverables. Ability to manage multiple projects and priorities simultaneously. Let's talk about benefits 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP) HSA & FSA accounts Life Insurance, Long & Short-term disability coverage Employee Assistance Program (EAP) 11+ Observed holidays and wellness days and flexible time off Employee Stock Purchase Program with employee discounts Wellness & Fitness initiatives Employee recognition and referral programs Visa Sponsorship: Please note that this position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future. The estimated salary range for this role is noted below for our San Jose based role. Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits. San Jose pay range$102,800-$128,500 USD The estimated base salary range for this role is noted below for our office location in Draper, UT. Additionally, this role is eligible to participate in BILL's bonus and equity plan. Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits. Draper UT pay range$87,400-$109,300 USD What's in it for you? Redefining how businesses automate their work is a fast-paced, exciting, and fun environment. But we also have benefits and perks to ensure the magic isn't only experienced by our customers, but by our employees as well. Here is a preview of some of the amazing benefits here at BILL: 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP) HSA & FSA accounts Life Insurance, Long & Short-term disability coverage Employee Assistance Program (EAP) 11+ Observed holidays and wellness days and flexible time off Employee Stock Purchase Program with employee discounts Wellness & Fitness initiatives Employee recognition and referral programs And much more Don't believe us? Check out our culture, benefits, and teams on our career site, LinkedIn Life, or YouTube pages. BILL is an Equal Opportunity Employer. We believe our best ideas come from the unique stories, perspectives, and experiences of our team members. We welcome people of all backgrounds, abilities, and identities to bring their authentic selves and contribute to our culture. We are committed to a transparent, inclusive hiring process that reflects our values. If you need accommodations at any stage, please contact interviewaccommodations@hq.bill.com. Our Applicant Privacy Notice describes how BILL treats the personal information it receives from applicants.

Innovate with purpose At BILL, we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools, we help businesses-from startups to established brands-make smarter decisions and gain control of their operations. And we don't stop there: we're creating the future of financial automation so businesses can spend more time on what matters. Working here means you become part of a vision-driven team that's ready to tackle challenges and build cutting-edge solutions. We value purpose, drive, and curiosity-and we thrive in a fast-paced, ever-changing environment. Whether in one of our offices in San Jose, CA, Draper, UT, or working remotely, BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks. BILL builds high performing teams and we seek to hire the best talent for every role. We're committed to building a workplace that fosters inclusion and diverse perspectives, valuing each person's unique skills and experiences. We'd love to hear from you-you might be just what we're looking for, whether in this role or another. ✨ Let's give businesses more time for what matters. Do the best work of your career as a champion for small and mid-size businesses. BILL is a leader in financial automation software for small and midsize businesses (SMBs). As a champion of SMBs, we are dedicated to automating the future of finance so businesses can thrive. Hundreds of thousands of businesses trust BILL solutions to manage financial workflows, including payables, receivables, and spend and expense management. With BILL, businesses are connected to a network of millions of members, so they can pay or get paid faster. Through our automated solutions, we help SMBs simplify and control their finances, so they can confidently manage their businesses, and succeed on their terms. BILL is a trusted partner of leading U.S. financial institutions, accounting firms, and accounting software providers. We have operations in San Jose, CA and Draper, UT, and are continuing to expand into other geographic locations. If you're looking for a place that helps you do the best work of your career, look no further than BILL. This position is based in Draper, UT or San Jose, CA, hybrid 3x per week. Make your impact within a rapidly growing Fintech Company The Strategic Program Management office (SPMO) is responsible for project managing work that is part of the Customer Experience Operations (CXO) division's strategic roadmap. We partner with all CXO team members up through to our highest level leaders (known as LT) to execute transformative work and lead our governance process. As a member of SPMO, you execute on operational initiatives/projects with excellence, develop trusted partnerships with our stakeholders, and drive strategic thinking across CXO. This is done to support the evolution and transformation of our Customer Experience organization. Specific Responsibilities include: Gain a deep understanding of CXO priorities and execute on projects that deliver value against CXO objectives Plan, Coordinate, Lead and Govern complex must deliver projects and deliverables that align to department goals and/or CXO organizational strategy. Document and track program and project results against defined milestones. Measure and report on key project indicators. Quantify the value of program execution Provide strategic insights, analytics, and assessment for projects and ad-hoc requests in support of our transformation initiatives Provide execution support for strategic planning and governance processes, meetings, communications, and presentations, including preparation of communications to all stakeholder audiences including executive leadership Identify and mitigate project risk in partnership with project teams. Escalate blockers to stakeholders and accountable leaders up through and potentially including the CXO VP Be a change advocate through the creation and execution of change management and communication plans for important CXO deliverables Proactively assist business partners in facilitating process design and improvement activities Deliver on assigned work with minimal oversight, managing across levels to solve for evolving priorities, ambiguity, and milestones. We'd love to chat if you have: Minimum 5 years of related experience Demonstrated strong leadership skills, exceptional communication, and relationship building skills for coordinating and developing positive working relationships with external partners and internal teams. Led, managed, and played an active, contributing role to project execution, governance, and delivery, including independently creating, implementing, and executing organizational processes Managed and facilitated meetings with a variety of stakeholders and demonstrated the ability to influence/drive consensus among cross functional teams Provided insight, analytics, and assessment to support planning and/or delivery of projects targeted to achieve the strategic vision or roadmap. Monitored Customer Service industry trends and environment, analyzed service and operational opportunities, and leveraged key performance indicators, business trends and product developments to improve the customer experience or overall business Prepared presentation materials for key governance meetings, including executive and senior leadership meetings, to support the development, status, and creation of short- and long-term strategies, projects, and key deliverables. Ability to manage multiple projects and priorities simultaneously. Let's talk about benefits 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP) HSA & FSA accounts Life Insurance, Long & Short-term disability coverage Employee Assistance Program (EAP) 11+ Observed holidays and wellness days and flexible time off Employee Stock Purchase Program with employee discounts Wellness & Fitness initiatives Employee recognition and referral programs Visa Sponsorship: Please note that this position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future. The estimated salary range for this role is noted below for our San Jose based role. Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits. San Jose pay range$102,800-$128,500 USD The estimated base salary range for this role is noted below for our office location in Draper, UT. Additionally, this role is eligible to participate in BILL's bonus and equity plan. Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits. Draper UT pay range$87,400-$109,300 USD What's in it for you? Redefining how businesses automate their work is a fast-paced, exciting, and fun environment. But we also have benefits and perks to ensure the magic isn't only experienced by our customers, but by our employees as well. Here is a preview of some of the amazing benefits here at BILL: 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP) HSA & FSA accounts Life Insurance, Long & Short-term disability coverage Employee Assistance Program (EAP) 11+ Observed holidays and wellness days and flexible time off Employee Stock Purchase Program with employee discounts Wellness & Fitness initiatives Employee recognition and referral programs And much more Don't believe us? Check out our culture, benefits, and teams on our career site, LinkedIn Life, or YouTube pages. BILL is an Equal Opportunity Employer. We believe our best ideas come from the unique stories, perspectives, and experiences of our team members. We welcome people of all backgrounds, abilities, and identities to bring their authentic selves and contribute to our culture. We are committed to a transparent, inclusive hiring process that reflects our values. If you need accommodations at any stage, please contact interviewaccommodations@hq.bill.com. Our Applicant Privacy Notice describes how BILL treats the personal information it receives from applicants.

At Cotality, we are driven by a single mission-to make the property industry faster, smarter, and more people-centric. Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society. Cotality is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At Cotality, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry. Job Description: As a Manager, Customer Experience, you have a passion for service excellence and are ready to lead a team of front-facing company representatives who liaise between our clients and their current customers. Clients are our North Star here at Cotality. In this role you will foster open and effective communication channels, demonstrate empathy in all client interactions, mentor your team to ensure they provide compassionate and responsive service, and utilize strong problem-solving skills to address and resolve client issues efficiently. What you will do: Collaborate with both internal and external teams to facilitate a seamless client experience. Foster a high-energy, client-centric operation based on accountability and engagement. Manage the client relationship through weekly and monthly client status update meetings, annual business reviews, escalation resolution, adhering to Service Level Agreements, and maintaining high work quality. Manage effective email communication to meet client expectations in a timely and professional manner. One-on-one coaching, counseling, and training of customer care associates. This may include drafting and presenting formal coaching, corrective action, and performance improvement plans to ensure high performance standards are met. Drive accountability for direct reports in key performance areas such as Production and Quality Control. Monitor the quality of calls and provide verbal and written feedback to customer care associates. Address training needs and performance management with employees as necessary. Respond to internal and external stakeholders to ensure quality issues are resolved. Develop and measure key performance indicators (schedule adherence, after call work, quality, efficient call-handling, and attendance/reliability) at both team and individual level to gauge and enhance operational effectiveness. Interviewing and selection of new employees. Train and lead staff in all departmental operations, processes, procedures, and requirements. Communicating departmental initiatives and priorities to the team. Presenting data in a compelling manner to drive vision and purpose with internal and external stakeholders. Maintain a culture of continuous improvement and professional development. Provide operational agility, including cross-training and business continuity. Provide coverage assistance to Contact Center management team and assist with covering evening/weekend shifts. Job Qualifications: What you will bring: Bachelor's degree preferred or equivalent 5+ years of relevant work experience in escrow, real estate, title insurance, or other relevant industry. 4+ years of related experience with a background in real estate, mortgage, escrow, quality auditing and 3+ years of leadership experience. Proven ability to lead teams in a fast-paced, client-centric, results-oriented culture Exceptional leadership skills, including team-building and emotional intelligence Demonstrated ability to motivate teams and to manage change effectively Strong interpersonal, negotiation, and conflict resolution skills Excellent written and oral communication skills including the ability to communicate complex data in a clear and concise manner to multiple audiences. Excellent planning and organizational abilities Experience managing and/or interacting with geographically distributed teams. Ability to prioritize and conduct multiple projects simultaneously and maintain day-to-day operational excellence. Demonstrated ability to lead root cause analysis (RCA) for recurring issues and implement long-term solutions to improve service delivery. Strong analytical and problem-solving skills with an ability to develop alternative solutions for complex situations. Strong understanding of data and trends and ability to apply analytical problem-solving skills to data sets. Proficient computer skills including the use of Microsoft suite of products (Teams, Outlook, Excel, and Office). Ability to maintain positive and professional demeanor that lifts up others even in fast-paced, high-stress situations. Familiarity with MSP/BlackKnight and Sagent is a plus. Prior Lean Six Sigma training and/or experience is a plus. Key Leadership Attributes: Open to feedback Resilient Takes ownership Emotional Intelligence Positivity Continuous Improvement Mindset Accountability What to expect: Contact center experiences a busy season during Q4. The management team has a rotation to cover the evening schedule and at times will be required to support the contact center until the 8pm CST closing time. Associate managers should expect a span of control of approximately 12-15 direct reports. Familiarity with MSP/BlackKnight and Sagent is a plus. Cotality offers a Flexible Work Model that includes a hybrid schedule. Management is expected to be in the office 1-2 days per week (work from home is permitted for the other 3-4 days) and the team has an in-office coverage schedule to ensure the customer care associates have adequate management support on site. Other in-office time may be required based on business need or to attend “Moments that Matter” (MTM) events hosted department or company-wide. Associate managers should expect to sit, stand, type, and use a laptop computer and headset on a daily basis. #LI-RS1 Annual Pay Range: 65,200 - 73,200 USD Application Window: This opportunity is expected to remain posted through the date identified below, subject to business needs. 2025-12-09 Thrive with Cotality At Cotality, we offer more than just a job, we provide a benefits experience designed to support your whole self. From a flexible working model to competitive time off and standout health coverage with meaningful perks and growth opportunities, our package is built to help you thrive at work and in life. Highlights include: Time off: Generous PTO and 11 paid holidays, plus well-being and volunteer time off. Family Support: Up to 16 weeks of fully paid parental leave and a baby stipend. Health: Multiple medical plan options with mental health and wellness support offerings. Retirement: 401(k) with company match and vesting after one year. Financial Perks: $400 annual well-being stipend and tuition assistance up to $5,250. Extras: Recognition Rewards, Referral bonuses, exclusive discounts and more! Click here to see a comprehensive list of our benefit offerings. Cotality is an Equal Opportunity employer committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or status as a veteran of the Armed Forces, or any other basis protected by federal, state or local law. Cotality maintains a Drug-Free Workplace. Cotality is fully committed to a work environment that embraces everyone's unique contributions, experiences and values. We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. We are better together when we support and recognize our differences. Privacy Policy Global Applicant Privacy Policy By providing your telephone number, you agree to receive automated (SMS) text messages at that number from Cotality regarding all matters related to your application and, if you are hired, your employment and company business. Message & data rates may apply. You can opt out at any time by responding STOP or UNSUBSCRIBING and will automatically be opted out company-wide. Connect with us on social media! Click on the quicklinks below to find out more about our company and associates

At Cotality, we are driven by a single mission-to make the property industry faster, smarter, and more people-centric. Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society. Cotality is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At Cotality, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry. Job Description: As a Manager, Customer Experience, you have a passion for service excellence and are ready to lead a team of front-facing company representatives who liaise between our clients and their current customers. Clients are our North Star here at Cotality. In this role you will foster open and effective communication channels, demonstrate empathy in all client interactions, mentor your team to ensure they provide compassionate and responsive service, and utilize strong problem-solving skills to address and resolve client issues efficiently. What you will do: Collaborate with both internal and external teams to facilitate a seamless client experience. Foster a high-energy, client-centric operation based on accountability and engagement. Manage the client relationship through weekly and monthly client status update meetings, annual business reviews, escalation resolution, adhering to Service Level Agreements, and maintaining high work quality. Manage effective email communication to meet client expectations in a timely and professional manner. One-on-one coaching, counseling, and training of customer care associates. This may include drafting and presenting formal coaching, corrective action, and performance improvement plans to ensure high performance standards are met. Drive accountability for direct reports in key performance areas such as Production and Quality Control. Monitor the quality of calls and provide verbal and written feedback to customer care associates. Address training needs and performance management with employees as necessary. Respond to internal and external stakeholders to ensure quality issues are resolved. Develop and measure key performance indicators (schedule adherence, after call work, quality, efficient call-handling, and attendance/reliability) at both team and individual level to gauge and enhance operational effectiveness. Interviewing and selection of new employees. Train and lead staff in all departmental operations, processes, procedures, and requirements. Communicating departmental initiatives and priorities to the team. Presenting data in a compelling manner to drive vision and purpose with internal and external stakeholders. Maintain a culture of continuous improvement and professional development. Provide operational agility, including cross-training and business continuity. Provide coverage assistance to Contact Center management team and assist with covering evening/weekend shifts. Job Qualifications: What you will bring: Bachelor's degree preferred or equivalent 5+ years of relevant work experience in escrow, real estate, title insurance, or other relevant industry. 4+ years of related experience with a background in real estate, mortgage, escrow, quality auditing and 3+ years of leadership experience. Proven ability to lead teams in a fast-paced, client-centric, results-oriented culture Exceptional leadership skills, including team-building and emotional intelligence Demonstrated ability to motivate teams and to manage change effectively Strong interpersonal, negotiation, and conflict resolution skills Excellent written and oral communication skills including the ability to communicate complex data in a clear and concise manner to multiple audiences. Excellent planning and organizational abilities Experience managing and/or interacting with geographically distributed teams. Ability to prioritize and conduct multiple projects simultaneously and maintain day-to-day operational excellence. Demonstrated ability to lead root cause analysis (RCA) for recurring issues and implement long-term solutions to improve service delivery. Strong analytical and problem-solving skills with an ability to develop alternative solutions for complex situations. Strong understanding of data and trends and ability to apply analytical problem-solving skills to data sets. Proficient computer skills including the use of Microsoft suite of products (Teams, Outlook, Excel, and Office). Ability to maintain positive and professional demeanor that lifts up others even in fast-paced, high-stress situations. Familiarity with MSP/BlackKnight and Sagent is a plus. Prior Lean Six Sigma training and/or experience is a plus. Key Leadership Attributes: Open to feedback Resilient Takes ownership Emotional Intelligence Positivity Continuous Improvement Mindset Accountability What to expect: Contact center experiences a busy season during Q4. The management team has a rotation to cover the evening schedule and at times will be required to support the contact center until the 8pm CST closing time. Associate managers should expect a span of control of approximately 12-15 direct reports. Familiarity with MSP/BlackKnight and Sagent is a plus. Cotality offers a Flexible Work Model that includes a hybrid schedule. Management is expected to be in the office 1-2 days per week (work from home is permitted for the other 3-4 days) and the team has an in-office coverage schedule to ensure the customer care associates have adequate management support on site. Other in-office time may be required based on business need or to attend “Moments that Matter” (MTM) events hosted department or company-wide. Associate managers should expect to sit, stand, type, and use a laptop computer and headset on a daily basis. #LI-RS1 Annual Pay Range: 65,200 - 73,200 USD Application Window: This opportunity is expected to remain posted through the date identified below, subject to business needs. 2025-12-09 Thrive with Cotality At Cotality, we offer more than just a job, we provide a benefits experience designed to support your whole self. From a flexible working model to competitive time off and standout health coverage with meaningful perks and growth opportunities, our package is built to help you thrive at work and in life. Highlights include: Time off: Generous PTO and 11 paid holidays, plus well-being and volunteer time off. Family Support: Up to 16 weeks of fully paid parental leave and a baby stipend. Health: Multiple medical plan options with mental health and wellness support offerings. Retirement: 401(k) with company match and vesting after one year. Financial Perks: $400 annual well-being stipend and tuition assistance up to $5,250. Extras: Recognition Rewards, Referral bonuses, exclusive discounts and more! Click here to see a comprehensive list of our benefit offerings. Cotality is an Equal Opportunity employer committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or status as a veteran of the Armed Forces, or any other basis protected by federal, state or local law. Cotality maintains a Drug-Free Workplace. Cotality is fully committed to a work environment that embraces everyone's unique contributions, experiences and values. We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. We are better together when we support and recognize our differences. Privacy Policy Global Applicant Privacy Policy By providing your telephone number, you agree to receive automated (SMS) text messages at that number from Cotality regarding all matters related to your application and, if you are hired, your employment and company business. Message & data rates may apply. You can opt out at any time by responding STOP or UNSUBSCRIBING and will automatically be opted out company-wide. Connect with us on social media! Click on the quicklinks below to find out more about our company and associates

Location: Woodbury, CT How would you like to join our team? Newtown Savings Bank is seeking a positive, high-energy professional for a Customer Experience Manager position. This position is responsible for implementing and carrying out Bank policy, procedures and sales goals in addition to overseeing the operation of the branch. This position supervises, coaches, and develops the staff of the branch. PRIMARY RESPONSIBILITIES: Responsible for overall operational efficiency of branch as well as audit requirements and results. Monitor and process overdrafts on a daily basis; exercise authority to render decisions on overdrafts by set deadlines. Drive staff to achieve operational goals. Provide timely coaching and motivation to employees; complete action plans for and manage performance of those who fall below the minimum operational performance objectives. Create and maintain an environment where employees feel engaged, supported and valued. Support the Bank's Mission Statement, Vision Statement and Core Values with staff and monitor its continual use. Provide training as necessary. Communicate important information regarding procedural updates and fraud alerts to staff as necessary to reduce bank exposure to monetary loss. Ensure compliance with all applicable federal and state banking regulations, and bank policies and procedures. Lead weekly staff meetings to discuss policies, procedures, and sales activities and when appropriate include the Market Manager. Serve as primary point of contact for branch service, for all external and internal customers, exercising discretion to resolve customer complaints or properly refer them for assistance. Ensure branch staff provides excellent customer service, e.g., facilitating the meeting and greeting of lobby customers, using courteous telephone etiquette. Maintain and demonstrate knowledge of and adherence to all CIP, BSA, AML and OFAC requirements, as set forth in the Bank's policies, procedures and programs. Complete all compliance requirements by scheduled deadlines. Regularly update the Regional Experience Manager on branch activity regarding service, audits, procedures, policies, sales performance and employee development. Independently prepare and conduct performance evaluations for all direct reports. Interview candidates for employment and make recommendations to Regional Experience Manager and/or Human Resources regarding staffing. Recommend and/or implement disciplinary actions and appropriate staff counseling for employees as needed. Actively pursue career growth and development opportunities for their team members. Promote the complete line of deposit products and related services to customers in an effort to reach defined goals and enhance profitability. Accept consumer and business loan applications. Solicit new business from existing and potential customers by independently identifying sales opportunities, uncovering needs and referring them to Commercial Lending, Retail Lending and Newtown Investment Solutions. Meet the Bank's volunteer specifications and be involved in community activities as necessary. POSITION REQUIREMENTS: Associates Degree and/or 3-5 years of banking experience Supervisory Experience is a must QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Any physical demands or work conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Full time employees also receive a complete benefit package including a generous 401(k), medical benefits, paid time off, and short- and long-term disability programs. Newtown Savings Bank is an equal opportunity employer and complies with affirmative action programs for qualified veterans and individuals with disabilities. Newtown Savings Bank shall not discriminate against any employee or applicant for employment based on race, color, religion, gender, age, marital status, national origin/ancestry, sexual orientation, gender identity, disability status, protected veteran status, or any other legally protected status

How would you like to join our team? Newtown Savings Bank is seeking a positive, high-energy professional for a Customer Experience Manager position. This position is responsible for implementing and carrying out Bank policy, procedures and sales goals in addition to overseeing the operation of the branch. This position supervises, coaches, and develops the staff of the branch. PRIMARY RESPONSIBILITIES: Responsible for overall operational efficiency of branch as well as audit requirements and results. Monitor and process overdrafts on a daily basis; exercise authority to render decisions on overdrafts by set deadlines. Drive staff to achieve operational goals. Provide timely coaching and motivation to employees; complete action plans for and manage performance of those who fall below the minimum operational performance objectives. Create and maintain an environment where employees feel engaged, supported and valued. Support the Bank's Mission Statement, Vision Statement and Core Values with staff and monitor its continual use. Provide training as necessary. Communicate important information regarding procedural updates and fraud alerts to staff as necessary to reduce bank exposure to monetary loss. Ensure compliance with all applicable federal and state banking regulations, and bank policies and procedures. Lead weekly staff meetings to discuss policies, procedures, and sales activities and when appropriate include the Market Manager. Serve as primary point of contact for branch service, for all external and internal customers, exercising discretion to resolve customer complaints or properly refer them for assistance. Ensure branch staff provides excellent customer service, e.g., facilitating the meeting and greeting of lobby customers, using courteous telephone etiquette. Maintain and demonstrate knowledge of and adherence to all CIP, BSA, AML and OFAC requirements, as set forth in the Bank's policies, procedures and programs. Complete all compliance requirements by scheduled deadlines. Regularly update the Regional Experience Manager on branch activity regarding service, audits, procedures, policies, sales performance and employee development. Independently prepare and conduct performance evaluations for all direct reports. Interview candidates for employment and make recommendations to Regional Experience Manager and/or Human Resources regarding staffing. Recommend and/or implement disciplinary actions and appropriate staff counseling for employees as needed. Actively pursue career growth and development opportunities for their team members. Promote the complete line of deposit products and related services to customers in an effort to reach defined goals and enhance profitability. Accept consumer and business loan applications. Solicit new business from existing and potential customers by independently identifying sales opportunities, uncovering needs and referring them to Commercial Lending, Retail Lending and Newtown Investment Solutions. Meet the Bank's volunteer specifications and be involved in community activities as necessary. POSITION REQUIREMENTS: Associates Degree and/or 3-5 years of banking experience Supervisory Experience is a must QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Any physical demands or work conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Full time employees also receive a complete benefit package including a generous 401(k), medical benefits, paid time off, and short- and long-term disability programs. Newtown Savings Bank is an equal opportunity employer and complies with affirmative action programs for qualified veterans and individuals with disabilities. Newtown Savings Bank shall not discriminate against any employee or applicant for employment based on race, color, religion, gender, age, marital status, national origin/ancestry, sexual orientation, gender identity, disability status, protected veteran status, or any other legally protected status

Location: Bridgeport, CT How would you like to join our team? Newtown Savings Bank is seeking a positive, high-energy professional for a Customer Experience Manager position. This position is responsible for implementing and carrying out Bank policy, procedures and sales goals in addition to overseeing the operation of the branch. This position supervises, coaches, and develops the staff of the branch. PRIMARY RESPONSIBILITIES: Responsible for overall operational efficiency of branch as well as audit requirements and results. Monitor and process overdrafts on a daily basis; exercise authority to render decisions on overdrafts by set deadlines. Drive staff to achieve operational goals. Provide timely coaching and motivation to employees; complete action plans for and manage performance of those who fall below the minimum operational performance objectives. Create and maintain an environment where employees feel engaged, supported and valued. Support the Bank's Mission Statement, Vision Statement and Core Values with staff and monitor its continual use. Provide training as necessary. Communicate important information regarding procedural updates and fraud alerts to staff as necessary to reduce bank exposure to monetary loss. Ensure compliance with all applicable federal and state banking regulations, and bank policies and procedures. Lead weekly staff meetings to discuss policies, procedures, and sales activities and when appropriate include the Market Manager. Serve as primary point of contact for branch service, for all external and internal customers, exercising discretion to resolve customer complaints or properly refer them for assistance. Ensure branch staff provides excellent customer service, e.g., facilitating the meeting and greeting of lobby customers, using courteous telephone etiquette. Maintain and demonstrate knowledge of and adherence to all CIP, BSA, AML and OFAC requirements, as set forth in the Bank's policies, procedures and programs. Complete all compliance requirements by scheduled deadlines. Regularly update the Regional Experience Manager on branch activity regarding service, audits, procedures, policies, sales performance and employee development. Independently prepare and conduct performance evaluations for all direct reports. Interview candidates for employment and make recommendations to Regional Experience Manager and/or Human Resources regarding staffing. Recommend and/or implement disciplinary actions and appropriate staff counseling for employees as needed. Actively pursue career growth and development opportunities for their team members. Promote the complete line of deposit products and related services to customers in an effort to reach defined goals and enhance profitability. Accept consumer and business loan applications. Solicit new business from existing and potential customers by independently identifying sales opportunities, uncovering needs and referring them to Commercial Lending, Retail Lending and Newtown Investment Solutions. Meet the Bank's volunteer specifications and be involved in community activities as necessary. POSITION REQUIREMENTS: Associates Degree and/or 3-5 years of banking experience Supervisory Experience is a must QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Any physical demands or work conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Full time employees also receive a complete benefit package including a generous 401(k), medical benefits, paid time off, and short- and long-term disability programs. Newtown Savings Bank is an equal opportunity employer and complies with affirmative action programs for qualified veterans and individuals with disabilities. Newtown Savings Bank shall not discriminate against any employee or applicant for employment based on race, color, religion, gender, age, marital status, national origin/ancestry, sexual orientation, gender identity, disability status, protected veteran status, or any other legally protected status

How would you like to join our team? Newtown Savings Bank is seeking a positive, high-energy professional for a Customer Experience Manager position. This position is responsible for implementing and carrying out Bank policy, procedures and sales goals in addition to overseeing the operation of the branch. This position supervises, coaches, and develops the staff of the branch. PRIMARY RESPONSIBILITIES: Responsible for overall operational efficiency of branch as well as audit requirements and results. Monitor and process overdrafts on a daily basis; exercise authority to render decisions on overdrafts by set deadlines. Drive staff to achieve operational goals. Provide timely coaching and motivation to employees; complete action plans for and manage performance of those who fall below the minimum operational performance objectives. Create and maintain an environment where employees feel engaged, supported and valued. Support the Bank's Mission Statement, Vision Statement and Core Values with staff and monitor its continual use. Provide training as necessary. Communicate important information regarding procedural updates and fraud alerts to staff as necessary to reduce bank exposure to monetary loss. Ensure compliance with all applicable federal and state banking regulations, and bank policies and procedures. Lead weekly staff meetings to discuss policies, procedures, and sales activities and when appropriate include the Market Manager. Serve as primary point of contact for branch service, for all external and internal customers, exercising discretion to resolve customer complaints or properly refer them for assistance. Ensure branch staff provides excellent customer service, e.g., facilitating the meeting and greeting of lobby customers, using courteous telephone etiquette. Maintain and demonstrate knowledge of and adherence to all CIP, BSA, AML and OFAC requirements, as set forth in the Bank's policies, procedures and programs. Complete all compliance requirements by scheduled deadlines. Regularly update the Regional Experience Manager on branch activity regarding service, audits, procedures, policies, sales performance and employee development. Independently prepare and conduct performance evaluations for all direct reports. Interview candidates for employment and make recommendations to Regional Experience Manager and/or Human Resources regarding staffing. Recommend and/or implement disciplinary actions and appropriate staff counseling for employees as needed. Actively pursue career growth and development opportunities for their team members. Promote the complete line of deposit products and related services to customers in an effort to reach defined goals and enhance profitability. Accept consumer and business loan applications. Solicit new business from existing and potential customers by independently identifying sales opportunities, uncovering needs and referring them to Commercial Lending, Retail Lending and Newtown Investment Solutions. Meet the Bank's volunteer specifications and be involved in community activities as necessary. POSITION REQUIREMENTS: Associates Degree and/or 3-5 years of banking experience Supervisory Experience is a must QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Any physical demands or work conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Full time employees also receive a complete benefit package including a generous 401(k), medical benefits, paid time off, and short- and long-term disability programs. Newtown Savings Bank is an equal opportunity employer and complies with affirmative action programs for qualified veterans and individuals with disabilities. Newtown Savings Bank shall not discriminate against any employee or applicant for employment based on race, color, religion, gender, age, marital status, national origin/ancestry, sexual orientation, gender identity, disability status, protected veteran status, or any other legally protected status

Job Description The Customer Experience Manager is the strategic leader responsible for developing and executing the roadmap for customer engagement initiatives across digital banking, CRM, and marketing automation platforms. This role drives the planning, coordination, and delivery of programs that enhance customer experiences, accelerate sales, and improve operational efficiency. In addition, our FIRST Values apply to all teammates without exception. FIRST Values Family - We support, trust, and respect each other, our customers, and our shareholders. Independence & Innovation - We embrace change as vital to our success. Relationships - We build relationships that are based on strong character, mutual loyalty, trust, and respect. Stewardship - We take care of ourselves so we can take care of others. Teamwork - We help each other grow and succeed. Who we are: The First National Bank in Sioux Falls began its long-term commitment to the Sioux Falls area in 1885. The oldest bank in Sioux Falls owes its longevity to a combination of service, stability, innovation, and family involvement. Over the past 140 years, The First National Bank in Sioux Falls has worked diligently to promote the growth and vitality of our city and the surrounding area. The Bank strives to continually be recognized as a community leader by reinvesting financial resources back into the communities it serves and encouraging active employee involvement in community volunteer organizations. The First National Bank Way, which is a blend of our Mission Statement and FIRST Values, serves as the foundation of our culture. It is a gift that has been passed down to us and is the legacy that we will protect and preserve. Nothing is more important to us - it is the cornerstone of our success. Our culture is driven by integrity, service, and strong values; nothing has shaped it more than our FIRST Values. Our FIRST Values are not just words; they are truly felt by our employees, customers, shareholders, and communities. They tell us who we are as a business and guide our behaviors and decisions as we move forward and build successful relationships. Although banking has evolved over the years, our mission and values have not and will not change. What will you do: Accountabilities Leadership Management Accountability Lead with clear direction, providing the necessary tools to delegate and elevate for growth and development of teammates. Responsible for leading, managing and holding their team accountable. Lead and inspire the team to strive for the best outcomes. Take ownership of the team's development to ensure that team-members are empowered, challenged, and engaged. Ensure that teammates are trained and deliver value to our customers and to the Bank. Address performance issues in an effective and meaningful manner. Hold regular 1:1s, quarterly conversations, and team meetings. Lead departmental organization/structure for resiliency, efficiency, and effectiveness. Identify skill gaps and provide training opportunities to enhance the team's technical expertise. Customer Experience Strategy Develop, implement, and lead a customer experience strategy aligned with the bank's vision and goals. Serve as the primary owner of digital banking, telephone banking, CRM, and eSign products. Develop and maintain comprehensive product roadmaps aligned with business goals and budget. Define strategic priorities for engagement initiatives across digital channels and platforms. Develop business cases and ensure business and product requirements are documented. Responsible for the product lifecycle, including business cases, requirements, testing, training, and release management. Lead the execution of customer engagement campaigns and lifecycle programs. Oversee optimization of CRM, marketing automation, and digital engagement tools. Manage timelines, budgets, and resources to ensure successful delivery of initiatives. Use analytics and customer insights to inform engagement strategies and measure performance. Establish and monitor performance metrics, including ROI. Create training programs, digital adoption frameworks, and incentive structures to engage internal stakeholders. Continuously enhance programs based on data trends and customer feedback. Ensure all engagement activities comply with regulatory requirements and internal policies. Maintain documentation and reporting for audits and executive reviews. Strategic Alignment Leads coordination across departments to ensure product initiatives are aligned, integrated, and successfully executed. Champion initiatives that enhance both internal and external customer experiences. Advocate for customer-centric thinking in all strategic decisions. Develop a deep understanding of stakeholder objectives. Partner with teams across marketing, banking, information technology, operations, and compliance to ensure seamless integration of engagement strategies. Facilitate alignment between technology capabilities and customer experience goals. Act as a liaison between internal stakeholders and external vendors. Communicate results and progress to internal stakeholders, including executive leadership, to demonstrate the value of customer engagement initiatives. Qualifications Secondary education in Business, Marketing, Finance, or related field required. Ten or more years of relevant work experience including management or leadership experience preferably within the banking or financial services sector, five or more years of customer engagement, digital marketing, or product management, or a combination of education/experience that would enable incumbent to meet accountabilities and required competencies of the position. Strong analytical skills are essential, along with excellent stakeholder, vendor, and project leadership abilities and a proven record of driving positive results. Skills and Abilities Digital/online banking expertise. Excellent at developing and motivating high-performing teams. Experience with CRM and marketing automation, plus e-signature solutions for financial institutions. Banking industry experience. Familiarity with product management principles. Excellent verbal and written communication skills. Ability to conduct relationships in a manner that ensures integrity, cooperation and positive results. Excellent organizational skills and attention to detail. High degree of accuracy required. Ability to adapt to the needs of the organization and teammates. What's in it for you? Health Insurance Dental & Vision Insurance Profit Sharing Paid Vacation & Holidays Company paid short and long term disability Tuition Reimbursement Program Employee Banking Perks Community Volunteer time And More!

The Customer Experience Manager is the strategic leader responsible for developing and executing the roadmap for customer engagement initiatives across digital banking, CRM, and marketing automation platforms. This role drives the planning, coordination, and delivery of programs that enhance customer experiences, accelerate sales, and improve operational efficiency. In addition, our FIRST Values apply to all teammates without exception. FIRST Values Family We support, trust, and respect each other, our customers, and our shareholders. Independence & Innovation We embrace change as vital to our success. Relationships We build relationships that are based on strong character, mutual loyalty, trust, and respect. Stewardship We take care of ourselves so we can take care of others. Teamwork We help each other grow and succeed. Who we are: The First National Bank in Sioux Falls began its long-term commitment to the Sioux Falls area in 1885. The oldest bank in Sioux Falls owes its longevity to a combination of service, stability, innovation, and family involvement. Over the past 140 years, The First National Bank in Sioux Falls has worked diligently to promote the growth and vitality of our city and the surrounding area. The Bank strives to continually be recognized as a community leader by reinvesting financial resources back into the communities it serves and encouraging active employee involvement in community volunteer organizations. The First National Bank Way, which is a blend of our Mission Statement and FIRST Values, serves as the foundation of our culture. It is a gift that has been passed down to us and is the legacy that we will protect and preserve. Nothing is more important to us it is the cornerstone of our success. Our culture is driven by integrity, service, and strong values; nothing has shaped it more than our FIRST Values. Our FIRST Values are not just words; they are truly felt by our employees, customers, shareholders, and communities. They tell us who we are as a business and guide our behaviors and decisions as we move forward and build successful relationships. Although banking has evolved over the years, our mission and values have not and will not change. What will you do: Accountabilities Leadership Management Accountability Lead with clear direction, providing the necessary tools to delegate and elevate for growth and development of teammates. Responsible for leading, managing and holding their team accountable. Lead and inspire the team to strive for the best outcomes. Take ownership of the team s development to ensure that team-members are empowered, challenged, and engaged. Ensure that teammates are trained and deliver value to our customers and to the Bank. Address performance issues in an effective and meaningful manner. Hold regular 1:1s, quarterly conversations, and team meetings. Lead departmental organization/structure for resiliency, efficiency, and effectiveness. Identify skill gaps and provide training opportunities to enhance the team's technical expertise. Customer Experience Strategy Develop, implement, and lead a customer experience strategy aligned with the bank's vision and goals. Serve as the primary owner of digital banking, telephone banking, CRM, and eSign products. Develop and maintain comprehensive product roadmaps aligned with business goals and budget. Define strategic priorities for engagement initiatives across digital channels and platforms. Develop business cases and ensure business and product requirements are documented. Responsible for the product lifecycle, including business cases, requirements, testing, training, and release management. Lead the execution of customer engagement campaigns and lifecycle programs. Oversee optimization of CRM, marketing automation, and digital engagement tools. Manage timelines, budgets, and resources to ensure successful delivery of initiatives. Use analytics and customer insights to inform engagement strategies and measure performance. Establish and monitor performance metrics, including ROI. Create training programs, digital adoption frameworks, and incentive structures to engage internal stakeholders. Continuously enhance programs based on data trends and customer feedback. Ensure all engagement activities comply with regulatory requirements and internal policies. Maintain documentation and reporting for audits and executive reviews. Strategic Alignment Leads coordination across departments to ensure product initiatives are aligned, integrated, and successfully executed. Champion initiatives that enhance both internal and external customer experiences. Advocate for customer-centric thinking in all strategic decisions. Develop a deep understanding of stakeholder objectives. Partner with teams across marketing, banking, information technology, operations, and compliance to ensure seamless integration of engagement strategies. Facilitate alignment between technology capabilities and customer experience goals. Act as a liaison between internal stakeholders and external vendors. Communicate results and progress to internal stakeholders, including executive leadership, to demonstrate the value of customer engagement initiatives. Qualifications Secondary education in Business, Marketing, Finance, or related field required. Ten or more years of relevant work experience including management or leadership experience preferably within the banking or financial services sector, five or more years of customer engagement, digital marketing, or product management, or a combination of education/experience that would enable incumbent to meet accountabilities and required competencies of the position. Strong analytical skills are essential, along with excellent stakeholder, vendor, and project leadership abilities and a proven record of driving positive results. Skills and Abilities Digital/online banking expertise. Excellent at developing and motivating high-performing teams. Experience with CRM and marketing automation, plus e-signature solutions for financial institutions. Banking industry experience. Familiarity with product management principles. Excellent verbal and written communication skills. Ability to conduct relationships in a manner that ensures integrity, cooperation and positive results. Excellent organizational skills and attention to detail. High degree of accuracy required. Ability to adapt to the needs of the organization and teammates. What s in it for you? Health Insurance Dental & Vision Insurance Profit Sharing Paid Vacation & Holidays Company paid short and long term disability Tuition Reimbursement Program Employee Banking Perks Community Volunteer time And More!

Primary Duties & Responsibilities At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to help Make Tomorrow Better. Role Overview: Could you be our next Customer Service Supervisor? Globe Life is looking for a Customer Service Supervisor to join the team! The Customer Service Supervisor must possess great communication skills while being able to lead and motivate their team. The supervisor must be organized, reliable and have the ability to lead and manage a team of Customer Service Representatives to produce results. This individual is responsible for managing the day to day operations to ensure department KPI's are met. They must be able to work well with others while ensuring tasks are being met in order to achieve team objectives and goals. The supervisor must monitor agents to provide necessary feedback to ensure company policies and procedures are being met. This is a remote / work from home position. What You Will Do: * Develop a high performing team by coaching, mentoring and training Customer Service Representatives. * Ensure KPI's are met. * Update and analyze daily & monthly reports. * Ensure timecard accuracy and sign off on payroll closing weeks. * Perform QA monitoring to ensure customer satisfaction and accuracy. Also perform side by side nesting and silent monitoring. * Answer questions from staff and provide guidance and feedback. * Resolve escalations professionally. * Review and approve outgoing written communication from agents to customers. * Ensure adherence to policies for attendance and established policies and procedures. * Create and deliver corrective action as needed for attendance, adherence, and policy violations. * Assist with initial interviews for new hires. * Create and administer annual performance reviews. * Facilitate team meetings. * Keep senior management informed on all issues and problems. * Create ways to optimize procedures and keep staff motivated. What You Can Bring: * High school diploma or equivalent. * 4-5 years of relevant management experience. * College Degree (Preferred). * Customer Service Experience with proven experience as a call center supervisor or similar supervisory position. * Working knowledge of MS Office. * Knowledge of performance evaluation procedures. * Outstanding communication and problem-solving skills. * A results- oriented and forward thinking approach. * Ability to work under pressure as well as work well with others. * Ability to multitask and prioritize competing priorities to meet deadlines. * Excellent time management skills. * Ability to learn and adapt to change quickly. * Superb organizational and leadership skills. * Schedule flexibility to meet call center hours of operation. * Must be dependable and punctual to ensure call center needs are met. * Must be professional with the ability to maintain confidentiality. Applicable To All Employees of Globe Life Family of Companies: * Reliable and predictable attendance of your assigned shift. * Ability to work full time and/or part time based on the position specifications. How Globe Life Will Support You: Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don't just work, but thrive at Globe Life: * Competitive compensation designed to reflect your expertise and contribution. * Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance. * Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan. * Paid holidays and time off to support a healthy work-life balance. * Parental leave to help our employees welcome their new additions. * Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals. * Company-paid counseling for assistance with mental health, stress management, and work-life balance. * Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career. * Discounted Texas Rangers tickets for a proud visit to Globe Life Field. Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At Globe Life, your voice matters. Location: McKinney, TX

Full-time Description Hybrid role working from our Sioux Falls office and remotely. At Physician Bank, a division of Heritage Bank NA, we specialize in delivering concierge-level banking services exclusively for physicians nationwide. Our mission? To empower physicians to achieve financial success through personalized service, cutting-edge digital tools, and a commitment to financial education. We're redefining what it means to bank with purpose, and we're looking for a leader who shares our passion for innovation and exceptional customer experiences. This is more than a management role. It's an opportunity to shape the future of banking for a unique and highly valued clientele. Make an Impact: Lead a team that's redefining banking for physicians, a highly valued and unique clientele. Drive Innovation: Be at the forefront of digital transformation and customer experience strategy. Grow with Us: Enjoy a collaborative, growth-oriented environment with competitive compensation and benefits. If you're a dynamic leader with a passion for customer experience, digital innovation, and empowering others, we want to hear from you. Join us in shaping the future of banking for physicians. Apply today! Position Summary This position focuses on two major functions: Oversee a high-performing team of Private Bankers, ensuring every interaction with our physician clients is seamless, personalized, and impactful. Build and deliver exceptional customer experience for multiple brands with a nationwide audience, driving digital innovation, operational excellence, and customer satisfaction, all while fostering a culture of 24/7 accessibility and financial empowerment. Core Responsibilities Lead & Inspire Build, coach, and lead the Sioux Falls Customer Experience (CX) team to deliver exceptional service and meet ambitious performance goals. This elite team of 24/7 Private Bankers ensures responsiveness and excellence across all communication channels. Foster a culture of collaboration, innovation, and continuous improvement. Elevate Customer Experience Drive digital CX strategies, integrating online and mobile banking tools to create seamless, user-friendly experiences. Monitor and enhance customer interactions across text, video, email, and phone, ensuring every touchpoint exceeds expectations. Develop and implement strategies to boost customer satisfaction, loyalty, and engagement. Set the Standard for Onboarding & Education Design and oversee personalized onboarding experiences that set the stage for long-term client relationships. Champion financial education programs that empower our physician clients to make informed decisions and achieve their financial goals. Optimize Operations Manage workflows related to the customer's digital experience for account maintenance, digital banking support, and loan processes, ensuring efficiency and compliance. Collaborate with cross-functional teams to streamline processes and implement best practices. Establish and track key performance indicators (KPIs) to measure success and drive continuous improvement. Secondary Responsibilities Maintains the highest standards for confidentiality and security. Participates in all required BSA training and demonstrates knowledge of BSA relative to job responsibilities. Responsible for security as it applies to this position. Performs other duties as assigned. Bank Standards Mission: Help people succeed financially. Ethics: Always do the right thing. Solutions: Bring innovative solutions to challenges. Ownership: Take accountability and learn from our mistakes. Positivity: Bring energy and enthusiasm to everything we do. Disclaimer This job description outlines the general nature of the role and is not intended to be all-inclusive. Duties, responsibilities, and benefits may change as business needs evolve. Employment is at will, meaning either the employee or the Company may end the employment relationship at any time, consistent with applicable law. We are an Equal Opportunity Employer and value diversity at all levels of the organization. Requirements At least 3 years of combined experience in: Team management or supervisor experience within banking or financial services. Customer experience management, with a strong focus on digital banking platforms. Exceptional communication and interpersonal skills, with a knack for building relationships and inspiring teams. Experience managing teams and delivering a white glove service. Familiarity with mortgage and consumer lending processes.

PENNYMAC Pennymac (NYSE: PFSI) is a specialty financial services firm with a comprehensive mortgage platform and integrated business focused on the production and servicing of U. S. mortgage loans and the management of investments related to the U. S. mortgage market. At Pennymac, our people are the foundation of our success and at the heart of our dynamic work culture. Together, we work towards a unified goal of helping millions of Americans achieve aspirations of homeownership through the complete mortgage journey. A Typical Day The Customer Experience / Mortgage Call Center Manager will supervise and monitor Customer Service activities, ensuring staff provides timely, friendly and effective service to customers while maximizing employee production and quality. As the Manager, you will provide oversight and coaching of staff to achieve department goals. The Customer Experience / Mortgage Call Center Manager will: Lead a team of Customer Experience Specialists focused on providing best in class consumer experience in the Mortgage Fulfillment Division Manage, monitor and measure the performance of queues and processes Manage daily queue and ensure all staff are adhering to schedules including shifts, specialty skills, vacations, meetings and training Oversee coordination within the division and across all areas within Pennymac to ensure consistent and proper execution Effectively leverage resources to monitor queue performance, identify patterns and trends causing issues and work towards business solutions Develop new and more innovative, efficient processes to improve overall end to end cycle times or improve quality Support, recommend and implement technology initiatives Track, measure, and report on key CX performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT) Analyze customer feedback and operational data to uncover trends, root causes of issues, and key areas for improvement in the customer journey Translate complex data insights into clear, actionable recommendations for cross-functional teams Collaborate closely with other functions to ensure customer pain points are prioritized Lead cross-functional projects and initiatives to implement process improvements and system changes that directly enhance the customer experience Routinely review staff performance of key metrics and work with staff daily to improve performance Perform other related duties as required and assigned Demonstrate behaviors which are aligned with the organization's desired culture and values What You'll Bring Management experience in a Call Center Environment with proven strong customer service skills Ability to work with call monitoring tools/software Demonstrated success with pipeline management Financial Services and mortgage industry experience required Strong understanding of applicable Federal, State and Local mortgage regulations Advance knowledge of Microsoft Office (Excel, Access, Word and PowerPoint) Why You Should Join As one of the top mortgage lenders in the country, Pennymac has helped over 4 million lifetime homeowners achieve and sustain their aspirations of home. Our vision is to be the most trusted partner for home. Together, 4,000 Pennymac team members across the country are guided by our core values: to be Accountable, Reliable and Ethical in all that we do. Pennymac is committed to conducting a business that makes positive contributions and promotes long-term sustainable growth and to fostering an equitable and inclusive environment, where all employees and customers feel valued, respected and supported. Benefits That Bring It Home: Whether you're looking for flexible benefits for today, setting up short-term goals for tomorrow, or planning for long-term success and retirement, Pennymac's benefits have you covered. Some key benefits include: Comprehensive Medical, Dental, and Vision Paid Time Off Programs including vacation, holidays, illness, and parental leave Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations) Retirement benefits, life insurance, 401k match, and tuition reimbursement Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships To learn more about our benefits visit: ********************* page. link/benefits For residents with state required benefit information, additional information can be found at: ************ pennymac. com/additional-benefits-information Compensation: Individual salary may vary based on multiple factors including specific role, geographic location / market data, and skills and experience as defined below: Lower in range - Building skills and experience in the role Mid-range - Experience and skills align with proficiency in the role Higher in range - Experience and skills add value above typical requirements of the role Some roles may be eligible for performance-based compensation and/or stock-based incentives awarded to employees based on company and individual performance. Salary $65,000 - $100,000 Work Model OFFICE

Our branch banking roles offer a welcoming and inclusive team environment where you are empowered every day to help our customers achieve their financial goals. Our branch colleagues have an opportunity to share ideas and voice opinions that directly impact our customers, our bank, and our communities for the better. As a Customer Experience Banker Non NMLS, you are a Financial Concierge for our walk-in customers. You are responsible for retaining and growing consumer and business customer relationships by proactively identifying financial goals and needs, recommending appropriate deposit, and other banking products and services. Processes customer transactions accurately and efficiently and balances daily while providing exemplary customer service. Duties & Responsibilities: Providing excellent customer service and effectively resolving customer issues. Being proficient in understanding and educating customers on consumer deposit products. Proactively identifying opportunities to grow customer relationships through a disciplined sales process, new customer follow-up program, outbound calling, and sourcing referrals from customers and partners. Educating and referring customers to other areas of the bank to deepen relationships and build a strong partnership. Adhering to all operational, security, risk and regulatory policies and procedures. Demonstrating acumen in sales, customer service, relationship management, banking, communication and presentation. Other duties as assigned. Basic Qualifications: High School Diploma or GED and minimum of 1 year customer service or military service in an administration, contracting, civil affairs, or similar role or a Bachelor's Degree. Preferred Qualifications: 1 year or more in customer service in banking, financial services or goal driven retail sales. Cash handling skills. Comfort with technology such as mobile services and online banking services. Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay) No Workplace Type: Office Our Approach to Office Workplace Type Certain positions outside our branch network may be eligible for a flexible work arrangement. We're combining the best of both worlds: in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team. Huntington will not sponsor applicants for this position for immigration benefits, including but not limited to assisting with obtaining work permission for F-1 students, H-1B professionals, O-1 workers, TN workers, E-3 workers, among other immigration statuses. Applicants must be currently authorized to work in the United States on a full-time basis. Huntington is an Equal Opportunity Employer. Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details. Note to Agency Recruiters: Huntington will not pay a fee for any placement resulting from the receipt of an unsolicited resume. All unsolicited resumes sent to any Huntington colleagues, directly or indirectly, will be considered Huntington property. Recruiting agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration.

As a Customer Service Supervisor specializing in customer experience and default servicing, you are a customer advocate, team leader, and operational expert rolled into one. You will lead a team of Customer Service Specialists committed to delivering compassionate, compliant, and solutions-oriented support to homeowners navigating through the homeownership journey and/or financial hardships. This role balances customer-centric leadership with strategic oversight of the customer experience, collections, loss mitigation, and default servicing activities. You will help foster a culture that centers on the customer, drives team performance, and upholds regulatory excellence - ensuring every homeowner receives a fair, respectful, and meaningful experience. Responsibilities Hire, train, and develop a high-performing team of Customer Service Specialists focused on delivering excellence in both service and compliance Provide ongoing coaching, side-by-side support, and feedback sessions to elevate team performance and skill sets. Foster an engaged, collaborative team culture that celebrates success and encourages continuous improvement. Track team and individual performance through KPIs, call data, and reporting tools Motivate team members to exceed service, compliance, and performance targets in a dynamic call center environment. Contribute to process improvement initiatives to optimize service efficiency and customer satisfaction. Lead your team in managing customer inquiries and accounts related to collections, loss mitigation, insurance claims, and bankruptcy while ensuring timely and accurate handling. Monitor call center metrics, productivity, and quality of service, providing feedback and performance coaching as needed. Resolve escalated cases with a calm, strategic approach that meets both customer needs and regulatory requirements. Ensure full compliance with internal policies, investor guidelines, and federal servicing regulations including CFPB, RESPA, and FDCPA Collaborate with cross-functional departments (training, escalations, compliance) to address service-related concerns and process improvements. Review call trends, data, and service metrics to identify areas of improvement and implement targets solutions. Drive continuous improvement through feedback loops, process updates, and customer insights. Qualifications Required: 3+ years of supervisory experience in a customer service or call center setting. Proven leadership skills with the ability to develop talent, coach for results, and foster team morale. High School Diploma or GED required Exceptional verbal and written communication skills with a service-first approach. Demonstrated ability to resolve customer issues with empath, clarity, and speed. Ability to work flexible hours, including evenings and weekend, as required. Strong accountability and commitment to delivering both compliance and customer satisfaction. Microsoft Suite Preferred: Mortgage servicing, Collections and loss mitigation College Degree preferred MLO Licensing Experience with MSP and Five9 Why RoundPoint? We serve people, not just accounts. We're here to help customers through one of life's biggest journeys - and we take that responsibility seriously. We believe in growing together, solving problems with heart, and celebrating wins along the way! Our team is driven by six core values: Aim high - we deliver excellence in everything we do, stay focused - we innovate and evolve by overcoming obstacles, take action - we are empowered to impact our company's performance, follow through - we hold each out accountable, and we say what we're going to do and do what we say, all in - we are trusted partners for our customers every step of the way, and we care - we prioritize our people, customers, and community. At RoundPoint, you'll be encouraged to bring ideas, deliver real solutions, and help our customers every step of the way. Physical Demands & Working Conditions The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of their role. Ability to communicate effectively through speech and hearing, both in-person and over the phone. The employee is required to sit for extended periods of time and is occasionally required to stand and walk. Remaining in a stationary position for extended periods, frequently sitting but occasionally involving standing or walking short distances; the employee may occasionally climb or balance, and stoop, kneel, crouch, or crawl. Regular use of hands and fingers for tasks like keyboarding, operating office equipment, and filing documents. Ability to lift and move objects weighing up to 10 pounds, and potentially up to 20 pounds occasionally. Ability to observe details at close range, such as viewing a computer screen, reviewing documents, and performing data analysis. The noise level in the work environment is usually quiet to moderate, and no extreme conditions are present. About RoundPoint Mortgage Servicing LLC RoundPoint Mortgage Servicing LLC is a fully integrated, non-bank mortgage company, with a subservicing portfolio of approximately 900,000 loans. In 2023, RoundPoint was acquired by Two Harbors Investment Corp. (NYSE: TWO), reaffirming its commitment to MSR as core and essential to our business strategy and our future. A combined Two Harbors and RoundPoint capitalizes on the strengths of both companies, adding significant value for stakeholders through operational and cost efficiencies, as well as the ability to participate more fully in the mortgage finance space as opportunities arise. Founded in 2009, Two Harbors has grown into a leading publicly traded residential mortgage real estate investment trust (mortgage REIT). We leverage our core competencies of understanding and managing interest rate and prepayment risk to invest in our Agency residential mortgage-backed securities (RMBS) and mortgage servicing rights (MSR) portfolio, with the objective of delivering attractive risk-adjusted returns to our stockholders. Location Coppell, Texas Employee Status Regular Travel No Telecommuter Position No

As a Customer Service Supervisor specializing in customer experience and default servicing, you are a customer advocate, team leader, and operational expert rolled into one. You will lead a team of Customer Service Specialists committed to delivering compassionate, compliant, and solutions-oriented support to homeowners navigating through the homeownership journey and/or financial hardships. This role balances customer-centric leadership with strategic oversight of the customer experience, collections, loss mitigation, and default servicing activities. You will help foster a culture that centers on the customer, drives team performance, and upholds regulatory excellence - ensuring every homeowner receives a fair, respectful, and meaningful experience. Responsibilities Hire, train, and develop a high-performing team of Customer Service Specialists focused on delivering excellence in both service and compliance Provide ongoing coaching, side-by-side support, and feedback sessions to elevate team performance and skill sets. Foster an engaged, collaborative team culture that celebrates success and encourages continuous improvement. Track team and individual performance through KPIs, call data, and reporting tools Motivate team members to exceed service, compliance, and performance targets in a dynamic call center environment. Contribute to process improvement initiatives to optimize service efficiency and customer satisfaction. Lead your team in managing customer inquiries and accounts related to collections, loss mitigation, insurance claims, and bankruptcy while ensuring timely and accurate handling. Monitor call center metrics, productivity, and quality of service, providing feedback and performance coaching as needed. Resolve escalated cases with a calm, strategic approach that meets both customer needs and regulatory requirements. Ensure full compliance with internal policies, investor guidelines, and federal servicing regulations including CFPB, RESPA, and FDCPA Collaborate with cross-functional departments (training, escalations, compliance) to address service-related concerns and process improvements. Review call trends, data, and service metrics to identify areas of improvement and implement targets solutions. Drive continuous improvement through feedback loops, process updates, and customer insights. Qualifications Required: 3+ years of supervisory experience in a customer service or call center setting. Proven leadership skills with the ability to develop talent, coach for results, and foster team morale. High School Diploma or GED required Exceptional verbal and written communication skills with a service-first approach. Demonstrated ability to resolve customer issues with empath, clarity, and speed. Ability to work flexible hours, including evenings and weekend, as required. Strong accountability and commitment to delivering both compliance and customer satisfaction. Microsoft Suite Preferred: Mortgage servicing, Collections and loss mitigation College Degree preferred MLO Licensing Experience with MSP and Five9 Why RoundPoint? We serve people, not just accounts. We're here to help customers through one of life's biggest journeys - and we take that responsibility seriously. We believe in growing together, solving problems with heart, and celebrating wins along the way! Our team is driven by six core values: Aim high - we deliver excellence in everything we do, stay focused - we innovate and evolve by overcoming obstacles, take action - we are empowered to impact our company's performance, follow through - we hold each out accountable, and we say what we're going to do and do what we say, all in - we are trusted partners for our customers every step of the way, and we care - we prioritize our people, customers, and community. At RoundPoint, you'll be encouraged to bring ideas, deliver real solutions, and help our customers every step of the way. Physical Demands & Working Conditions The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of their role. Ability to communicate effectively through speech and hearing, both in-person and over the phone. The employee is required to sit for extended periods of time and is occasionally required to stand and walk. Remaining in a stationary position for extended periods, frequently sitting but occasionally involving standing or walking short distances; the employee may occasionally climb or balance, and stoop, kneel, crouch, or crawl. Regular use of hands and fingers for tasks like keyboarding, operating office equipment, and filing documents. Ability to lift and move objects weighing up to 10 pounds, and potentially up to 20 pounds occasionally. Ability to observe details at close range, such as viewing a computer screen, reviewing documents, and performing data analysis. The noise level in the work environment is usually quiet to moderate, and no extreme conditions are present. About RoundPoint Mortgage Servicing LLC RoundPoint Mortgage Servicing LLC is a fully integrated, non-bank mortgage company, with a subservicing portfolio of approximately 900,000 loans. In 2023, RoundPoint was acquired by Two Harbors Investment Corp. (NYSE: TWO), reaffirming its commitment to MSR as core and essential to our business strategy and our future. A combined Two Harbors and RoundPoint capitalizes on the strengths of both companies, adding significant value for stakeholders through operational and cost efficiencies, as well as the ability to participate more fully in the mortgage finance space as opportunities arise. Founded in 2009, Two Harbors has grown into a leading publicly traded residential mortgage real estate investment trust (mortgage REIT). We leverage our core competencies of understanding and managing interest rate and prepayment risk to invest in our Agency residential mortgage-backed securities (RMBS) and mortgage servicing rights (MSR) portfolio, with the objective of delivering attractive risk-adjusted returns to our stockholders. Location Coppell, Texas Employee Status Regular Travel No Telecommuter Position No

Forward Financing is a financial technology company based in Boston, Massachusetts with team members throughout the United States, Dominican Republic, and Canada. The company is on a mission to unlock the capital that fuels small businesses across America. Recognized as a Best Place to Work by Built In Boston and certified as a Great Place To Work , Forward is investing in its employees, technology, and customer experience - with long-term success in mind every step of the way. As a Manager, Customer Support you will oversee the Operations Services team, to support the operations we provide for our company in the Post Decision. You will monitor and manage specific business operations support teams to ensure timely services that support our broader operations with the highest quality standards. You will oversee and monitor the experts appointed to your specific operations team. You will frequently collaborate with leaders from Operations, Quality, Process Improvement, and People & Culture departments. In addition, you will often interact with team members across Sales, Underwriting, Legal, and Account Servicing. This position operates on a hybrid model, with a requirement of two days in office each week. In this role you will: Capacity & Performance Management: Direct the production capacity and performance of service operations, ensuring high-throughput results without compromising our rigorous quality standards. Planning & Forecasting: Architect and execute comprehensive staffing plans and production goals to align with fluctuating business demands. Continuous Improvement: Proactively identify, design, and implement process efficiencies that drive measurable value and elevate overall organizational performance. High-Performance Advocacy: Cultivate a culture of excellence rooted in our core values, focusing on exceptional customer service, strict SLA adherence, and operational integrity. Mentorship & Coaching: Serve as a dedicated guide for team members, providing consistent coaching and professional development to build a robust leadership pipeline. Brand Ambassadorship: Model the company's mission and values, ensuring that the team remains a collaborative, supportive, and results-driven environment where employees feel inspired to excel. Cross-Functional Collaboration: Manage and mature relationships across all organizational departments to ensure seamless operational alignment and integrated performance. Team Synergy: Foster a transparent and communicative environment that balances results with a supportive team dynamic. Requirements: (Even if you don't check every box, but see yourself contributing, please apply.) Bilingual in English and Spanish. Bachelor's degree. 2+ years of work experience managing service or operations-related groups. Advanced computer skills. Excellent written and verbal communication skills. Ability to run statistics, understand them, and link them with the planning and production goals. Compensation: Annual Targeted Salary: $85,000 - $98,000 USD Annual Target Bonus: 12% At Forward Financing, we're committed to fair and transparent compensation. We believe in providing a compensation package that recognizes your skills, experience, and the unique value you bring to our team. We take a market-based approach to pay, regularly reviewing benchmark data to ensure our compensation remains competitive, equitable, and aligned with our performance-driven culture. Final offers are determined by a variety of factors, including the candidate's qualifications, relevant experience, specific skills, and internal equity. This approach ensures that our compensation is competitive and equitable. Your recruiter will provide specific details on the expected base and variable earnings as it pertains to this specific role. Total Rewards: Additionally, we offer a comprehensive total rewards package, including but not limited to: medical, dental, vision, commuter benefits, a flexible time-off policy, paid parental leave, 401k match for US employees, wellness reimbursement, volunteering days, annual professional development budget, and charitable donation match. Forward is proud to be a remote-first company, keeping workplace flexibility a top priority for our employees. As a business, we are focused on impact; we are more concerned with your contributions to the success of the company than where you get your work done. To help facilitate in-person collaboration, employees are welcome to work from one of our premiere office locations. When we aren't collaborating to drive business and support our customers, we're finding virtual and in-person ways to get to know our colleagues, celebrate team wins, and have fun together! Forward Financing Core Values: Drive the Mission - We believe in financial opportunity for underserved small businesses. We say “yes” when others say “no.” Keep It Real - We value direct communication, candid feedback, and authenticity. We are an open book. Act with Kindness - We create an environment where caring is cool and helping is the norm. We do the right thing. Shoot for Extraordinary - We are inspired by innovative thinking and continuous improvement. We never settle for yesterday's best. About Us: Forward Financing is a financial technology company based in Boston, Massachusetts with team members throughout the United States, Dominican Republic, and Canada. The company is on a mission to unlock the capital that fuels small businesses across America. Whether facing challenges accessing traditional financing or simply needing a convenient, flexible solution, Forward is committed to funding more of the millions of small businesses nationwide. Forward offers revenue-based financing - delivering an upfront sum of working capital in exchange for a set amount of the business's future revenue. By simplifying the requirements, streamlining the process, and using advanced proprietary technology, Forward is often able to deliver funds same day - giving more businesses the financial opportunity they need to thrive. Plus, with their dedicated teams and award-winning service, customers get personalized support when they need it most. Since 2012, Forward has expanded access to capital by providing over $4.1 billion in funding to more than 80,000 small businesses. The company is A+ rated by the Better Business Bureau with an Excellent / 4.7 stars rating on Trustpilot.com. Recognized as a Best Place to Work by Built In Boston and certified as a Great Place To Work , Forward is dedicated to empowering both its team and the customers they serve, helping them succeed and thrive. US Equal Opportunity Employment Information Forward Financing is proud to be an equal opportunity employer, and is committed to fostering a fair and inclusive culture built on a foundation of high performance and exceptional customer experience. With a laser focus on employee impact, we're able to reduce biases and ensure the right people are in the right jobs to contribute to our mission. The varied perspectives of our people fuel innovation and make us a stronger team. By embracing what makes each of us unique, we create a supportive environment where people feel valued, accepted, and empowered to thrive. California Employee Privacy Policy