Team Lead, CX Welcome Associate

5 days ago


Pontiac, Michigan, United States United Wholesale Mortgage Full time
About This Role

As a Team Lead, CX Welcome Associate, you will play a vital role in delivering exceptional client service and ensuring the success of our Welcome Team. This is a production leadership role that requires strong communication skills, a sense of urgency, and accuracy.

Key Responsibilities:

  • Coaching and developing Welcome Associates to deliver elite client service at all times.
  • 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.
  • Working directly with Client Experience Leaders to assist with problem solving, leadership, and communication.

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.

Our campus features a state-of-the-art fitness center, wellness area, gourmet cafeteria, convenience store, in-house Starbucks and Dunkin, and indoor/outdoor café with Wi-Fi.



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