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About Us

SolomonEdwardsGroup, LLC (“SolomonEdwards”) is a full-service professional services firm offering financial, operational, and technology consulting and operations support. We work with some of the world’s most prominent companies to help them envision and achieve a better future. We know that our consulting services are only as meaningful as the people and talent behind them, and we are committed to recruiting incredibly talented, committed, and collaborative individuals who can help us deliver exceptional client service. For more information, visit SolomonEdwards

Position Summary:

We are seeking a Customer Experience Manager to join a leading mortgage and financial services organization with national operations. This individual will lead a team of Customer Experience Specialists within the Mortgage Fulfillment Division, driving service quality, operational efficiency, and regulatory compliance in a fast-paced environment.

_This position is a contract-to-hire role working onsite in St. Louis, MO._

Essential Duties:

•        Lead a team of Customer Experience Specialists to deliver best-in-class consumer service within the Mortgage Fulfillment Division.

•        Manage, monitor, and measure the performance of queues and customer service processes.

•        Oversee daily queue activity and ensure adherence to staff schedules, including shifts, specialty skills, PTO, meetings, and training.

•        Coordinate work across the division and with cross-functional teams to ensure consistency and proper execution.

•        Leverage resources and tools to monitor queue performance, identify patterns and issues, and develop solutions to improve workflow.

•        Develop and implement innovative, efficient processes to enhance end-to-end cycle times and overall service quality.

•        Support, recommend, and implement technology initiatives and system enhancements.

•        Regularly review staff performance metrics and provide daily coaching to drive continuous improvement.

•        Perform additional related duties as required and assigned.

•        Demonstrate behaviors aligned with the client’s organizational culture and values.

Qualifications:

•        Bachelor’s degree or equivalent experience in a related field.

•        Minimum 5 years of experience in a call center or mortgage leadership role.

•        Experience with call-monitoring tools strongly preferred.

•        Mortgage industry and regulatory compliance knowledge is highly desirable.

•        Proficiency in Microsoft Office Suite, including Excel and Access.

Skills and Job-Specific Competencies:

•        Strong team leadership and coaching abilities.

•        High attention to detail and process optimization.

•        Ability to manage high-volume workloads under tight deadlines.

•        Effective communicator with strong analytical skills.

•        Comfortable navigating fast-paced, regulated environments.

**Travel Requirements:** No travel will be required, unless at the client's discretion.

**Physical Requirements:** The physical demands 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 provided to qualified applicants or candidates with disabilities upon request to enable them to perform essential functions. This role may require mobility to attend in-person meetings, sitting or standing for extended periods, and the use of telephone, computer, or other electronic communication devices.

**Salary Range:** SolomonEdwards values your unique and individual experience and background. As such, we take a comprehensive approach when determining compensation for our roles. The compensation for this specific role is based on a wide range of factors, including but not limited to education, licensure and certifications, location, experience, and training. A reasonable hourly range for this role is $33.65.

_Bonus Eligibility (Upon Hire): 33% of salary paid out quarterly (approximately $5,000 annually)._

**Benefits:** We are committed to providing health and financial stability by offering a comprehensive suite of benefits. Benefits include access to top-tier employers and job opportunities, health insurance, sick leave, and 401(k).

**Inclusion and Diversity Statement:** SolomonEdwards is an Equal Opportunity/Affirmative Action employer. We firmly believe in fostering an inclusive and diverse workplace environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, gender identity, sexual orientation, veteran status, or any other characteristic protected by applicable laws. All employees, including managers and supervisors, are responsible for upholding our EEO and diversity principles. Discrimination or harassment of any kind will not be tolerated.

We value the contribution and wisdom of the team. At SolomonEdwards, we have built a vibrant and inclusive community. Our team members are curious, committed, and diverse. In keeping with our mission to build value through people, we cultivate a culture where differences are celebrated, and all members are treated fairly and equitably. Employees, business partners, and our extended stakeholder family are empowered to share their experiences, ideas, and perspectives and to be their whole selves.

**Privacy:** We adhere to the California Consumer Privacy Act (CCPA). Your privacy is important to us, and we never sell your data to third parties. Personal information is only collected to match applicants with job opportunities. Copy/paste this URL to learn more about your rights: SolomonEdwards' Privacy Policy.

**Our Recruiter Promise:** Our talent acquisition team prioritizes integrity, professionalism, and transparency in every interaction. When you engage with SolomonEdwards, you can trust a respectful, secure experience from verified contacts. Copy/paste this URL to learn more about how we protect your candidate experience: Recruiter Promise.

### Place of Work

On-site

### Requisition ID

26

### Job Type

Contract

### Application Email

[email protected]