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AE Support Specialist

4 months ago

Pontiac, United States United Wholesale Mortgage Full time
Job DescriptionJob Description

Overview

Ready to join thousands of talented team members who are making the dream of home ownership possible for more Americans? It’s all happening on UWM’s campus, where our award-winning workplace packs plenty of perks and amenities that keep the atmosphere buzzing with energy and excitement.

It’s no wonder that out of our six pillars, People Are Our Greatest Asset is number one. It’s at the very heart of how we treat each other, our clients and our community. Whether it’s providing elite client service or continuously striving to improve, our pillars provide a pathway to a more successful personal and professional life.

From the team member that holds a door open to the one that helps guide your career, you’ll feel the encouragement and support on day one. No matter your race, creed, gender, age, sexual orientation and ethnicity, you’ll be welcomed here. Accepted here. And empowered to Be You Here.

More reasons you’ll love working here include:

  • Paid Time Off (PTO) after just 30 days
  • Additional parental and maternity leave benefits after 12 months
  • Adoption reimbursement program
  • Paid volunteer hours
  • Paid training and career development
  • Medical, dental, vision and life insurance
  • 401k with employer match
  • Mortgage discount and area business discounts
  • Free membership to our large, state-of-the-art fitness center, including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball court
  • Wellness area, including an in-house primary-care physician’s office, full-time massage therapist and hair salon 
  • Gourmet cafeteria featuring homemade breakfast and lunch
  • Convenience store featuring healthy grab-and-go snacks
  • In-house Starbucks and Dunkin
  • Indoor/outdoor café with Wi-Fi

Responsibilities

  • Answering all inbound phone calls, e-mails, and chats that come into the Sales Support team with a positive attitude every time, ensuring our clients are left with a timely and memorable experience
  • Identifying and understanding the Client’s issue and needs in order to quickly escalate them over to the appropriate team to finalize the solution for the Client
  • Responsible for identifying and escalating each Client issue within the prescribed timeframe from when you receive it
  • Clarifying the Client’s issue and tracking appropriately within our in-house systems
  • Simplifying Client issues and providing feedback to the appropriate team leaders affected by the issue at hand, in order to improve our client service and processes

Qualifications

  • 6 months or more of either Mortgage Client Service experience or service industry experience such as Restaurant, Call Center, Retail Customer Service, Hotel Hospitality, etc.
  • Successful track record with Client Service
  • Strong ability to remain calm and positive in stressful situations
  • Resourceful when problem-solving and able to think outside of the box while following the process in place
  • Ability to multi-task, prioritize, and quickly solve any problems that arise
  • Know when to escalate an issue and to the appropriate team; strong skills in judgment calls
  • Ability to simplify and include all details to provide appropriate feedback
  • Proficient with the entire Microsoft Suite
  • Open to learning, willing to be coached, and able to be adapt quickly in an ever-changing industry
  • You thrive in a team environment. We’re one team working towards one common goal
  • You have a strong ability to take ownership when necessary – We call this “Thumb Pointing”
  • Driven with a strong work ethic who thrives on getting better every single day
  • High School Diploma
  • Onsite attendance is required