Client Experience Evaluator

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 thousands of Americans. Our award-winning workplace offers a dynamic atmosphere, packed with perks and amenities that foster energy and excitement. As a key member of our team, you'll be part of a culture that values our people above all else.

We're proud of our six pillars, with 'People Are Our Greatest Asset' at the forefront. This guiding principle shapes how we treat each other, our clients, and our community. Whether it's delivering exceptional client service or striving for continuous improvement, our pillars provide a pathway to a more successful personal and professional life.

From the moment you join us, you'll feel the encouragement and support that comes with being part of a diverse and inclusive team. We welcome individuals from all backgrounds, and empower them to be their authentic selves. Some of the benefits that make us stand out include:

  • Generous 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
  • Comprehensive medical, dental, vision, and life insurance
  • 401k with employer match
  • Mortgage discount and area business discounts
  • Free membership to our state-of-the-art fitness center, featuring exercise classes and sports leagues
  • Wellness area with an in-house primary-care physician's office, massage therapist, and hair salon
  • Gourmet cafeteria with homemade breakfast and lunch
  • Convenience store with healthy grab-and-go snacks
  • In-house Starbucks and Dunkin
  • Indoor/outdoor café with Wi-Fi

Key Responsibilities

As a Client Experience Evaluator, your key responsibilities will include:

  • Listening to 45+ calls per day
  • Auditing and evaluating call quality using a detailed scorecard
  • Communicating strengths and opportunities to coaches and leadership
  • Auditing calls in our speech analytics platform
  • Basic reporting
  • Completing additional administrative duties

Requirements

To succeed in this role, you'll need:

  • High School Diploma or equivalent
  • 1+ years' QC experience or call scoring experience
  • Self-motivated with a strong work ethic
  • Comfortable in a fast-moving environment
  • Ability to multitask and adapt
  • Keen organization
  • Strong communication skills
  • Strong attention to detail
  • Positive attitude and willingness to learn
  • Onsite, full-time attendance


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