Loan Experience Manager

Key Responsibilities

• Manage a pipeline of loans from conditional approval through closing
• Maintain loan progress, identifying risks, bottlenecks, and aging conditions
• Ensure all milestones are met in accordance with service level expectations
• Cook up and coordinate across departments to maintain efficient loan movement
• Serve as a primary point of contact for business partners, borrowers, and internal teams
• Proactively update 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
• Collaborate with loan originations, underwriting, and closing teams to clear conditions and advance files
• Facilitate communication between stakeholders to ensure alignment on file status and requirements
• Support originations teams in managing client expectations and deal structuring
• 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