CEC Customer Experience Senior Specialist

Headquartered in San Antonio, Texas, Brundage Management Company, Inc. (BMC) is a privately held organization with a diverse portfolio of business lines and investments. BMC's primary focus is providing strategic and operational management services for Sun Loan Company, a consumer installment loan business, and Storage Hub, an awardwinning selfstorage company.

Through our centralized support model, BMC partners closely with our investments to drive performance and longterm growth. Our services include executivelevel leadership and decisionmaking; human resources, recruitment, and training; marketing; accounting; licensing and auditing; information technology; representation on state and national boards; and longterm strategic planning.

At BMC, we are deeply committed to serving our customers and communities better every day. To support that mission, we continue to grow and strengthen our teams by building internal capabilities, developing talent, and owning the skills and strategies necessary to drive meaningful change. Our focus is on empowering our people to deliver results that are centered on customer experience, operational excellence, and community impact.

The Customer Experience Senior Specialist independently manages the full scope of customer interactions by phone: loan applications, funding, servicing, collections, renewals/refinance sales, and account updates, while ensuring accuracy and full compliance. The role also supports team performance by serving as a peer resource for coaching and shadowing.

Key Responsibilities

• Loan Origination & Applications: Own application and funding workflows endtoend; collect/review docs; complete processing in LPX.
• Servicing & Account Management: Explain terms, options, obligations, and refinancing; process payments, extensions, and updates with thorough documentation.
• Collections & Delinquency Management: Proactively manage pastdue accounts, analyze cases, recommend solutions, and perform skip tracing as needed.
• Renewals & Sales Outreach: Initiate outreach to renewaleligible and former customers; support promotions within salescompliance guidelines.
• Issue Resolution & Escalations: Resolve most issues independently; escalate nuanced cases appropriately.
• Team Support & Mentoring: Model best practices; provide peer coaching and shadowing support to entrylevel specialists.
• Training, Compliance & Collaboration: Follow policies, complete training, and maintain multistate compliance across the loan lifecycle.
• Administrative Tasks: Handle assigned items (e.g., mismatched documents, 3rdparty debt settlement communications).