Call Coach - Client Experience

Job Description

Overview

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

Responsibilities

Listening to call clips with team members, and giving verbal and written feedback

Side-by-side live coaching

Preparing formal feedback for leaders and the Client Service team

Logging organized and detailed feedback for each coaching session

Facilitating in Client Service training sessions

Scheduling coaching sessions with team members

Assigning classroom-based instruction to team members who require additional training

Qualifications

Must have Qualifications

High school diploma or equivalent

Must have experience in leadership, management and call quality

Must have at least two years’ client experience

Self-motivated with a strong work ethic

Comfortable in a fast-moving environment

Ability to multitask and adapt

Positive attitude and willingness to learn

Onsite, full-time attendance

Prepare to conduct 15-20 Coaching Sessions Per Day

Comfortable traveling between all UWM buildings to conduct coaching sessions

Full-time