Candace Jones has been promoted to director of customer experience strategy and management at joined Churchill Mortgage, which provides conventional, Federal Housing Administration, Veterans Affairs and U.S. Department of Agriculture residential mortgages across 38 states.
Jones has more than 20 years of experience in the lending space, Churchill says in a press release. She previously served as a branch manager at Churchill’s Houston branch.
In her new role, Jones will be responsible for ensuring that the borrower experience in the end-to-end mortgage process is educational, enjoyable and beneficial. In addition, she is tasked with strengthening Churchill’s marketing, sales support and operations strategies; the ongoing development of the lender’s products and services; and the creation and maintenance of evaluation tools to continuously measure borrower outreach, referrals and reengagement.
“Ensuring each borrower we work with receives superior customer service throughout the entire mortgage process is our main priority, and by promoting Candace, we can better accomplish that goal,” says Mike Hardwick, president of Churchill Mortgage. “Her track record for maintaining customer satisfaction, coupled with her extensive knowledge of the mortgage industry, equips her with the ability to relay her knowledge internally to ensure borrowers’ needs are met and every borrower interaction is consistent and successful.”