has announced the hiring of Shannon McClaughry as vice president of customer success. With more than 15 years of experience in the mortgage industry, McClaughry has spent most of her career developing and implementing programs that unite operational departments and customer-facing teams with strategic outreach and communication plans. She continues that focus at LERETA where she manages the customer and account relationship teams and provides an enhanced platform for client engagement.
“We are committed to making the clients feel like every interaction with LERETA helps them deliver a positive experience to their borrowers,” McClaughry said. “It will be exciting to see how we leverage new technology platforms to streamline every point of contact with a client, from the initial onboarding process to quarterly updates on their portfolio’s service.”
In addition to leading a team of account managers who are dedicated to client success, McClaughry will work cross-departmentally to study proactive ways that LERETA can enhance a client’s experience and deliver extraordinary service. The goal is to provide a centralized team approach for clients and show them that LERETA’s team understands and grows with them as their business changes.
“We want our clients to feel like we are an extension of their business and that we are their partners, not just their vendor,” McClaughry said. “Our goal is to define key initiatives that we can measure across all teams to foster consistency, unity and clear communication. Being proactive and connecting with our customers on a regular basis helps us constantly evaluate how we are performing.”
McClaughry spent the last 13 years at CoreLogic, where she was leader of national account management. She helped with the retention and growth of product adoption.