Mortgage Client Experience & Pipeline Manager

The Role

The Client Experience & Pipeline Manager is responsible for overseeing the end-to-end borrower journey and managing the loan pipeline to ensure timely, accurate, and seamless loan origination. This role bridges client communication, internal workflow management, and operational optimization, ensuring that borrowers, experience exceptional service from application through closing, and that internal teams work in an optimal manner.

The Work

Client Experience Management

• Serve as the primary point of contact for borrowers and sales management, providing clear communication on loan status, required documentation, and next steps.
• Proactively address borrowers questions, concerns, and feedback to maintain a positive borrower experience.
• Ensure all client communications are timely, professional, and compliant with company and regulatory standards.
• Monitor borrower satisfaction surveys and implement improvements based on feedback.

Pipeline Oversight & Workflow Management

• Maintain visibility over the entire loan pipeline, from application to funding.
• Track loan milestones and ensure all tasks are completed on schedule to meet or exceed closing timelines.
• Identify and resolve bottlenecks by coordinating with loan officers, processors, underwriters, and closing departments, also escalating to Operations and/or Sales Management as needed.
• Prepare and distribute daily/weekly pipeline reports for management and sales teams.

Cross-Functional Leadership

• Partner closely with Underwriting, Sales, Valuations, Construction, and Operations to ensure smooth, timely handoffs and consistent communication.
• Promote cross-department communication and track Service Level Agreements (SLAs) to ensure an efficient workflow.

Compliance & Quality Control

• Ensure all files meet compliance and investor guidelines at every stage of the process.
• Review documentation for completeness, accuracy, and adherence to lending policies.
• Partner with the compliance team to address any regulatory updates impacting client communication or loan processing.

Team Collaboration & Training

• Collaborate with sales and operations to ensure smooth loan transitions between departments.
• Provide training and guidance to team members on best practices for client engagement and pipeline management.
• Lead regular pipeline meetings to align the team on priorities and address challenges.

Performance & Process Improvement

• Develop and monitor key performance indicators (KPIs) related to client satisfaction, closing timelines, and pipeline throughput rate.
• Recommend and implement process enhancements to improve efficiency, borrower satisfaction, and loan turnaround times.
• Stay current with industry trends, mortgage technology, and customer service innovations.

Your Skills and Experience

• Bachelor’s degree in business, finance, or related field (preferred) or equivalent work experience.
• Minimum 5 years of experience in mortgage operations, processing, or pipeline management.
• Proven track record of client service excellence and operational oversight in a mortgage or lending environment.
• Strong understanding of mortgage products, processes, and regulatory requirements.
• Excellent interpersonal, written, and verbal communication skills.
• Ability to prioritize tasks in a fast-paced, deadline-driven environment.
• Proficiency in mortgage loan origination systems (LOS) and CRM platforms.
• Ability to develop process and technology enhancements
• Strong problem-solving skills and attention to detail.

The Pay

Salary range is $110,000 - $130,000 per year with a discretionary bonus of 20% per year.

The Work Environment

• This role works on-site from Ascent's Encino office, Monday - Thursday (Fridays are work-from-home).
• Full-time, 40 hours per week; must be available for occasional overtime.
• Some nights and weekends required.

Ascent’s Benefits

We offer a comprehensive benefits package designed to support your health, well-being, and work-life balance. Our benefits include five health plans, two dental plans, health savings and flexible spending accounts, vision coverage, a 401(k) plan, and other optional benefits to choose from.

Ascent’s Pledge

We pledge to be fair and considerate in hiring and promoting individuals, ensuring everyone can contribute their fullest potential regardless of background, identity, or personal circumstances. By promoting equal opportunity, we not only enhance our workplace but also contribute to a more just and equitable society. At Ascent, we stand united in building a community where everyone is empowered to succeed. Thank you for joining us on our journey towards a more inclusive future.