Heather Lovier’s job is to ensure that every Quicken Loans client has an amazing experience – no small task when you’re talking about one the nation’s largest lenders. Lovier leads two teams – the client experience team and the operations group.
The client experience team comprises multiple groups – the communication team, the client relations team and the servicing client experience team – which all work together to enhance the customer experience.
Lovier’s leadership is essential to the harmonious collaboration between all teams as they work toward their mutual goal. The group has defined the core values that drive its daily operations – care, accountability, visibility and support, which it calls the CAVS philosophy.
By promoting the CAVS philosophy among her team, Lovier keeps them focused on their main priority, which is to show clients how much Quicken Loans cares. She also emphasizes the need to apply CAVS in their interactions with each other, encouraging positive feedback and peer coaching to help the team grow and improve.
For the past eight years, J.D. Power named Quicken Loans the highest in Customer Satisfaction for Primary Mortgage Origination. The Quicken team credits this distinction to Lovier’s leadership. Her team members applaud her for challenging them to reach beyond their comfort zones.
What has been your secret to success?
“Leading from the heart. It doesn’t make you a soft leader, but a compassionate one. You are able to be transparent with those you lead by sharing past experiences and having the tough conversations that a lot of leaders struggle with.”