Heather Lovier is the Chief Client Experience Officer at Rocket Mortgage. Her team is focused on ensuring every Rocket Mortgage client has an amazing experience.
The Client Experience Team is comprised of five different groups who work together to enhance our interactions with our clients: the Client Relations Team, the Communication Team, the Mousetrap Team, the Client Development Team and the Servicing Client Experience Team. The team members in Client Relations are frontline every day, interacting with our clients throughout the loan process, helping them and listening to their feedback. The Communication Team focuses on helping our clients while their loan is in process, whether it’s a purchase or refinance. Mousetrap is focused on improving our existing processes and coming up with new solutions based on client feedback. Our Client Development Team is focused on continuously engaging clients in a meaningful way after closing their loan, so they return to Rocket Mortgage for their next loan and tell others to do the same. The Servicing Client Experience Team works to continuously improve the process and communication with our Serviced clients.
Heather began her career at Rocket Mortgage in April 2003 as a loan analyst working in Operations. Shortly thereafter, she joined the Mousetrap team to work on visibility and prioritization for the company, mainly focusing on Operations. Heather established, and began leading, the Business Development team as Vice President in 2008. Her team was responsible for building and strengthening the relationships the company holds with business partners, which ultimately serve to leverage the mortgage platform and maximize the needs of clients. Heather grew the Business Development team until she started leading the Client Experience Team in late 2014.
Before joining Rocket Mortgage, Heather worked for an automotive supplier for eight years where she managed a customer service team.
She lives in Rockwood, Michigan with her husband and daughters. Heather enjoys spending quality time together as a family and being a busy mom of two teenagers! Heather is also very passionate about community involvement and is on the Board of Directors at Gleaners Community Food Bank in addition to being a Wish Coordinator with the Make-A-Wish Foundation.