New

Customer Service Loan Manager

TEKsystems
$36.05 / hr
life insurance, sick time, 401(k), retirement plan
United States, California, Pasadena
Feb 07, 2026
Overview The* Customer Experience Manager* will lead a team of Customer Experience Specialists dedicated to delivering best-in-class consumer service within the Mortgage Fulfillment Division. This role is responsible for overseeing daily operations, monitoring performance, and driving process improvements to ensure efficiency, compliance, and exceptional customer outcomes. Key Responsibilities * Lead and mentor a team of Customer Experience Specialists to achieve performance and service excellence. * Manage, monitor, and measure queue performance, ensuring adherence to schedules, shifts, specialty skills, vacations, meetings, and training. * Oversee coordination across the division and with other departments to ensure consistent execution of processes. * Leverage resources to monitor queue performance, identify trends or issues, and implement business solutions. * Develop and implement innovative, efficient processes to improve cycle times and enhance quality. * Support, recommend, and implement technology initiatives to optimize operations. * Review staff performance against key metrics, providing coaching and feedback to drive improvement. Qualifications * Proven management experience in a call center environment with strong customer service skills. * Experience with call monitoring tools/software. * Demonstrated success in pipeline management. * Financial services and mortgage industry experience required. * Strong understanding of applicable Federal, State, and Local mortgage regulations. * Advanced proficiency in Microsoft Office (Excel, Access, Word, PowerPoint). Skills * Loans * Customer Service * Management Skills * Mortgage Loan & Loan Origination * Encompass (Loan Origination System) Job Type & LocationThis is a Contract position based out of Pasadena, CA. Pay and BenefitsThe pay range for this position is $36.05 - $36.05/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace TypeThis is a fully onsite position in Pasadena,CA. Application DeadlineThis position is anticipated to close on Feb 13, 2026. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.