Industry veteran boasts extensive experience elevating call-center customer experience
Planet Home Lending has announced a new addition to its senior leadership team.
Tapped as senior vice president of contact center, Andrew Watson (pictured) will help enhance the company’s call-center customer experience. The industry veteran will also be responsible for finalizing the staffing and build-out of Planet’s new servicing center in Irving, Texas.
“As we continue to grow, Andy will be laser-focused on the customer experience at Planet, making sure we not only meet but exceed our call metrics and goals,” said Planet Home Lending president Sandra Jarish. “He will bring a fresh perspective to the team along with new ideas and additional automation tools to ensure we continue to provide best-in-class service to our borrowers and clients. He has a knack for inspiring borrower-facing teams and building a collaborative environment in which employees are empowered to genuinely serve and support customers. Everywhere he goes, the metrics improve, and customer satisfaction is elevated.”
Watson said he joined Planet for three reasons: “First, Planet has a good reputation as a company and servicer. Second, the culture is team-driven, and people reach across channels to share ideas and resources. And finally, the portfolio is on an upward trajectory, hitting $45 billion at the end of the second quarter. That’s a 117% year-over-year increase, including $11.7 billion in subservicing,” Watson said.
Most recently, Watson served as vice president of call center operations at Rushmore Loan Management Services. Before that, he also held leadership roles at Ditech Financial (now New Residential Investments), SoFi, and IBM.