Customer Experience Team Lead

2 days ago


Pontiac, Michigan, United States United Wholesale Mortgage Full time
Job Overview

At United Wholesale Mortgage, we're committed to making home ownership possible for more Americans. As a Customer Experience Team Lead, you'll play a vital role in delivering elite client service and ensuring our clients receive the best possible experience.

As a key member of our team, you'll be responsible for coaching and developing Welcome Associates to deliver exceptional service. You'll also work closely with Client Experience Leaders to assist with problem-solving, leadership, and communication.

Key responsibilities include:

  • Coaching and developing Welcome Associates to deliver elite client service
  • Ensuring all calls are routed to their intended team member
  • Scheduling to ensure proper coverage on the phones to maintain 98% of calls answered within 5 seconds
  • Maintaining metrics to monitor performance of client service

Requirements:

  • Great communication skills both written and verbal
  • Works with sense of urgency and accuracy
  • Proven service excellence
  • Positive endorsement from current leader
  • Onsite attendance is required
  • Open to working two 11-8 shifts per week

We offer a range of benefits, including paid time off, additional parental and maternity leave benefits, 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 fitness center, wellness area, gourmet cafeteria, convenience store, in-house Starbucks and Dunkin, and indoor/outdoor café with Wi-Fi.



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