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

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