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2018 HW Insiders: Kristi Schleicher

Vice President of Customer Experience, TMS

Kristi Schleicher has been a magnet for not only making people fall in love with TMS but making them feel like they a part of the family. Schleicher has been responsible for turning positive and negative callers into some of TMS’ biggest fans.

Kristi Schleicher, vice president of customer experience, TMS

As an expert in resolving issues, Schleicher handles escalation calls, answers borrower emails, tracks complaints, reviews databases and responds to all borrower comments in a timely manner on all of TMS’ social media platforms.

Over the last year, Schleicher, who has been with TMS for 10 years, has built the foundation of her growing department by developing policies and procedures and coordinating training sessions to ensure TMS’s service team delivers its promise of “rock solid” service. Her role includes making sure she, and the company, live these values internally and externally. From diligently helping TMS be a top lender and workplace, to being a steady point of contact for its customers.

“As the leader of our customer experience team, Kristi has the unique ability to put customers at ease, bestowing great knowledge and education, and demonstrating that she sees them as more than a loan.”

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