Loan Experience Manager

Job Description

Job Description

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