Loan Experience Manager

Triad Financial Services, Inc.; Jacksonville (FL); On-site; USD 70,000 - 90,000; Full time

Job summary

Triad Financial Services, Inc. is seeking a Loan Experience Manager in Jacksonville, Florida. This role is pivotal in managing the entire loan lifecycle, ensuring a seamless experience for borrowers and clients. You will collaborate with various internal teams and external partners to deliver high-quality service and resolve any issues promptly.

The ideal candidate will have a profound understanding of loan processes, possess excellent communication skills, and demonstrate the ability to identify and implement operational improvements.

Qualifications

• Experience managing a pipeline of loans from conditional approval to closing.
• Ability to provide proactive updates on loan status and resolve escalations.
• Strong communication skills for interdepartmental coordination.

Responsibilities

• Manage a pipeline of loans, ensuring efficient movement through all stages.
• Serve as primary contact for stakeholders and provide status updates.
• Collaborate with teams to clear conditions and support client expectations.

Skills

Loan processing oversight

Customer experience management

Cross-functional collaboration

Process improvement

Job description

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Loan Experience Manager

The Loan Experience Manager is responsible for overseeing the end-to-end borrower and client experience throughout the loan lifecycle, from conditions processing through closing. This role serves as the primary point of contact for internal stakeholders and external business partners, ensuring timely communication, process efficiency, and a seamless loan journey.

The Loan Experience Manager partners closely with originations, underwriting, and closing teams to proactively manage pipelines, resolve issues, and deliver a consistent, high-quality customer experience.

Key Responsibilities

Pipeline & Process Management

• Manage a pipeline of loans from conditional approval through closing
• Monitor loan progress, identifying risks, bottlenecks, and aging conditions
• Ensure all milestones are met in accordance with service level expectations
• Coordinate across departments to maintain efficient loan movement

Client & Partner Experience

• Serve as a primary point of contact for business partners, borrowers, and internal teams
• Provide proactive updates on loan status, expectations, and timelines
• Deliver a high-touch, service-oriented experience that builds trust and retention
• Address and resolve escalations quickly and professionally

Cross-Functional Coordination

• Collaborate withloan originations,underwritingandclosing teams to clear conditions and advance files
• Facilitate communication between stakeholders to ensure alignmentonfile status and requirements
• Support originations teams in managing client expectations and deal structuring

Operational Excellence

• Identify process gaps and recommend improvements to enhance efficiency and customer satisfaction
• Ensure compliance with company policies, procedures, and regulatory requirements
• Maintain data accuracy within LOS and supporting systems