Lennar

Job Description

Customer Experience Coach

The Customer Experience (CX) Coach for our Mortgage Division is responsible for improving both internal and external customer experiences through focused coaching and quality assurance activities. This role will review and grade customer interactions, provide individualized feedback to associates, and work closely with Operations leadership to design development strategies that enhance the mortgage customer journey. The CX Coach plays a key role in promoting service excellence and continuous improvement in the quality of customer interactions.

• A career with purpose.
• A career built on making dreams come true.
• A career built on building zero defect homes, cost management, and adherence to schedules.

Your Responsibilities on the Team

Call Review and Quality Grading

• Evaluate recorded calls and other customer interactions, grading them based on quality standards, compliance, and customer satisfaction metrics.
• Identify trends and recurring issues in interactions that may affect customer experience, and report findings to the Operations leadership team.
• Ensure all evaluations align with internal policies and regulatory requirements specific to the mortgage industry.

Coaching and Development

• Conduct one-on-one and group coaching sessions with associates to reinforce best practices and improve individual performance.
• Provide constructive, actionable feedback to associates on call quality, communication skills, and adherence to processes.
• Collaborate with associates to set measurable goals and create tailored development plans that align with both individual and team objectives.

Collaboration with Operations Leadership

• Partner with Operations leadership to identify skill gaps, training needs, and performance trends, helping to shape development strategies and training initiatives.
• Participate in calibration sessions with leadership to ensure consistency in quality evaluations and adherence to company standards.
• Contribute to the development of training materials, call scripts, and other resources that support customer experience excellence.

Customer Experience Enhancement

• Continuously monitor and assess customer satisfaction data, identifying insights to improve service delivery and support a positive mortgage experience.
• Support initiatives that enhance the overall mortgage journey, ensuring a seamless, supportive, and compliant process for external customers.
• Advocate for the customer’s perspective in all interactions and recommend improvements to policies and processes that impact the customer experience.

Requirements

• Two years in mortgage lending experience to include originating, processing, closing and underwriting of FHA/VA/Conventional loans traditionally and through automated underwriting systems.
• Group and individual presentation skills, superior oral and written communication skills, Microsoft Office Suite proficiency including PowerPoint.
• Two years’ experience Loan Prospector and Desktop Underwriting
• Automated processing and closing experience
• Ability to study independently
• Successful completion of Core Curriculum Customer Care Empowerment, Doc Basics, FHA, VA, Self Employed, MortgageWare, Credit Counseling and Compliance. Or successful completion of Introduction to Mortgage Banking, Mortgage Loan Origination, Processing the Loan, Conventional Loan Processing, Mortgage Loan Underwriting, Underwriting the Self-employed Borrower, Closing, Shipping & Warehousing, Creation & Form of a Mortgage and Residential Secondary Marketing
• Attention to detail
• Knowledge of office procedures
• Current knowledge of closing and title requirements
• Current knowledge of loan processing and automated underwriting systems
• Current knowledge of FHLMC/FNMA/FHA/VA and industry underwriting guidelines
• Current knowledge of self-employed borrowers, partnership and corporation tax return analysis.
• Strong computer background with 2 to 3 years experience in mortgage software and working knowledge of Word for Windows and Excel.

Life at Lennar

At Lennar, we are committed to fostering a supportive and enriching environment for our Associates, offering a comprehensive array of benefits designed to enhance their well-being and professional growth. Our Associates have access to robust health insurance plans, including Medical, Dental, and Vision coverage, ensuring their health needs are well taken care of. Our 401(k) Retirement Plan, complete with a $1 for $1 Company Match up to 5%, helps secure their financial future, while Paid Parental Leave and an Associate Assistance Plan provide essential support during life's critical moments. To further support our Associates, we provide an Education Assistance Program and up to $30,000 in Adoption Assistance, underscoring our commitment to their diverse needs and aspirations. From the moment of hire, they can enjoy up to three weeks of vacation annually, alongside generous Holiday, Sick Leave, and Personal Day policies. Additionally, we offer a New Hire Referral Bonus Program, significant Home Purchase Discounts, and unique opportunities such as the Everyone’s Included Day. At Lennar, we believe in investing in our Associates, empowering them to thrive both personally and professionally. Lennar Associates will have access to these benefits as outlined by Lennar’s policies and applicable plan terms. Visit Lennartotalrewards.com to view our suite of benefits.

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Lennar is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.