US
Full TimeDescription:
Our AE Support Specialist’s at United Wholesale Mortgage are imperative to our success in maintaining our #1 position in Wholesale Lending. These are the team members who are ensuring we are always delivering “Elite Client Service” on every single interaction our clients reach out to us with when their AE is out of the office
Responsibilities:
- Answering all inbound phone calls, e-mails, and chats that come into the Sales Support team with a positive attitude every time, ensuring our clients are left with a timely and memorable experience
- Identifying and understanding the Client’s issue and needs in order to quickly escalate them over to the appropriate team to finalize the solution for the Client
- Responsible for identifying and escalating each Client issue within the prescribed timeframe from when you receive it
- Clarifying the Client’s issue and tracking appropriately within our in-house systems
- Simplifying Client issues and providing feedback to the appropriate team leaders affected by the issue at hand, in order to improve our client service and processes
Qualifications:
- 6 months or more of either Mortgage Client Service experience or service industry experience such as Restaurant, Call Center, Retail Customer Service, Hotel Hospitality, etc.
- Successful track record with Client Service
- Strong ability to remain calm and positive in stressful situations
- Resourceful when problem-solving and able to think outside of the box while following the process in place
- Ability to multi-task, prioritize, and quickly solve any problems that arise
- Know when to escalate an issue and to the appropriate team; strong skills in judgment calls
- Ability to simplify and include all details to provide appropriate feedback
- Proficient with the entire Microsoft Suite
- Open to learning, willing to be coached, and able to be adapt quickly in an ever-changing industry
- You thrive in a team environment. We’re one team working towards one common goal
- You have a strong ability to take ownership when necessary – We call this “Thumb Pointing”
- Driven with a strong work ethic who thrives on getting better every single day
- High School Diploma
- Onsite attendance is required
