Client Experience Scoring

United Wholesale Mortgage•Pontiac, MI

11d•Onsite

About The Position

A lot can be gained from an engaging phone conversation. It can build relationships, answer important questions, and showcase an exceptional client experience. As a CX Scoring Specialist at United Wholesale Mortgage, you will be responsible for monitoring team member/client phone calls and providing written feedback. This practice ensures our team members continue learning, improving, and delivering an exceptional client experience.

Requirements

High School Diploma or equivalent
1+ years’ customer service experience or related
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

Responsibilities

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

Benefits

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