Loan Experience Manager in at Triad Financial Services Inc
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Job Description
Position Overview
Triad Financial Services is a leading provider of financial services and solutions, serving clients nationwide. We are seeking a highly motivated and skilled Loan Experience Manager to join our growing team. 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 consistent, high-quality customer experience.
Essential Functions:
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 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
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
Physical Demand:
- Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
- Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.