“It’s important to take time out to recognize team achievements, both big and small.”
Ciara is a Vice President of Marketing, supporting the Call Center Sales and Operation teams. Her day-to-day responsibilities include optimizing customer communication channels and facilitating loan closings.
Ciara oversees the strategy and execution for all SMS texts and live chat campaigns, including our Eagle Eye text alerts that are directly associated with our customer retention efforts. In addition, Ciara manages our “ReEngage” marketing campaign, focusing on recapturing customers who were in the refinance process and became unresponsive. She also supports our Operations team by developing and managing sophisticated, automated email journeys that nurture the customer through the start of the refinance process through closing, focusing on improving customer experience. Why? Because customer experience is the new marketing at Freedom!
Ciara’s approach to managing her team focuses on collaboration and sharing ideas.
I believe that true teamwork includes solving problems together and leaning on one another to make decisions that positively affect our customers. I employ weekly team meetings to maintain a platform for knowledge and best practice sharing. I work to incorporate fun activities which creates synergy between team members. It’s also important to take time out to recognize team achievements, both big and small.
The biggest test Ciara faces in her role is to ensure that all messaging is cohesive and meets the expectations of our customers. Freedom strives to create a positive customer experience, but that can be a challenge with so many moving parts in the process and new technologies that influence a customer’s preferred method of communication.
“It can be difficult at times, but I enjoy testing new ideas and concepts that are cutting edge in the industry.”
For anyone considering a new path with Freedom Mortgage, Ciara offers these words of wisdom.
Success at Freedom comes from having a positive attitude, a willingness to collaborate, and a strong work ethic.
In her free time Ciara enjoys painting as a fun, yet relaxing way to channel her creative energy.