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Primary Capital Mortgage has announced the addition of Kyle Eddy to its leadership team in the role of senior vice president, consumer direct. Eddy brings 25 years of customer care experience in the mortgage, finance, insurance and telecom industries to Primary Capital Mortgage, where he will be responsible for all customer-facing, consumer-direct operations including the development and management of a dedicated service organization that delivers best-in-class customer experiences to redefine client care.
"Kyle possesses the extensive skill set and background that Primary Capital needs to oversee the evolution of our consumer-direct strategy," said Primary Capital Chief Executive Officer Anthony Coniglio. "Over the course of his career, Kyle has demonstrated his ability to build and enhance customer care centers, resulting in improved client service results and an expanded customer base. We believe that his commitment to mentoring and motivating Primary Capital's customer service team through training programs and continuous education will help establish a department culture that fosters superior service and sets us apart from our competitors."
Eddy joined Primary Capital from Assurant Specialty Property, a financial and property casualty insurance provider, where he served as director of call center operations for the company's 700-seat customer service center. While at Assurant, Eddy structured a program that delivered consistent superior ratings in both Customer Interaction and 1-Touch Call Resolution, one of the many achievements that led the company to receive the 2015 Stevie Service Award for call center of the year. His vast array of customer care experience includes positions at business data and analytics leader CoreLogic, Verizon Communications, and Anderson Financial Network, and he has consistently succeeded in using technology to improve customer service offerings and reduce company costs.
"Primary Capital Mortgage is known for its integrity and commitment to helping clients make their dream of owning a home a reality, and I am thrilled to join a company that is as dedicated to providing customers with superior service as I have been my entire career," said Eddy. "I look forward to leading Primary Capital's consumer-direct team and to building upon the already exceptional client care that the company has offered customers since its inception."