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Churchill Mortgage has announced the promotion of Candace Jones to director of Customer Experience Strategy and Management, where she will focus on ensuring that the borrower experience in the end-to-end mortgage process is educational, enjoyable and beneficial. With more than 20 years of experience in the lending space, Jones possesses a comprehensive understanding of the lending industry and leverages a service-based approach in her new role to lead Churchill’s efforts to develop and maintain long-term relationships with borrowers. As director of Customer Experience Strategy and Management, she will be responsible for the lender’s pursuit to provide existing and prospective borrowers with superior service and develop loyalty and advocacy by delivering value at every customer touch point.
In addition, Jones 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 re-engagement. Jones previously served as a branch manager at Churchill’s Houston branch.
“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,” said 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.”