Client Experience Scoring

While professional experience and qualifications are key for this role, make sure to check you have the preferable soft skills before applying if required.

A lot can be gained from an engaging phone conversation. It can build relationships, answer stirring questions and showcase 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 providing an exceptional client experience.

WHAT YOU WILL BE DOING :

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

WHAT WE NEED FROM YOU :

Must Have Qualifications :

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

THE PLACE & THE PERKS :

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

DISCLAIMER : All the above duties and responsibilities are essential job functions subject to reasonable accommodation and change. All job requirements listed indicate the minimum level of knowledge, skills and / or ability deemed necessary to perform the job proficiently. Team members may be required to perform other or different job-related duties as requested by their team lead, subject to reasonable accommodation. This document does not create an employment contract, implied or otherwise. Employment with UWM is "at-will." UWM is an Equal Opportunity Employer. By selecting "Apply for this job online" you provide consent to UWM to record phone call conversations between you and UWM to be used for quality control purposes.