Client Experience Coach: Call Quality & Leadership

United Shore Financial Services LLC; Pontiac (MI); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Paid Time Off after 30 days

401k with employer match

Gourmet cafeteria

Job summary

UWM is seeking a Client Experience Coach to mentor team members who interact with clients on the phone. You will listen to call clips, provide feedback, and lead side-by-side coaching across our 600,000-square-foot campus to ensure adherence to best practices in client service.

You will schedule sessions, log detailed feedback, and prepare formal reports for leaders while facilitating training for the Client Service team.

Qualifications

• Must have leadership, management and call quality experience.
• At least two years of client experience.
• Self-motivated with a strong work ethic.
• Comfortable in a fast-moving environment.
• Able to multitask and adapt.
• Onsite, full-time attendance.
• Prepare to conduct 15-20 coaching sessions per day.
• Comfortable traveling between all UWM buildings to conduct coaching sessions.

Responsibilities

• Listening to call clips with team members and providing verbal and written feedback.
• Conducting 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 Client Service training sessions.
• Scheduling coaching sessions with team members.
• Assigning classroom-based instruction to team members who require additional training.

Skills

Leadership experience

Coaching

Communication skills

Multitasking

Travel between buildings

Education

High school diploma or equivalent

Job description

UWM is seeking a Client Experience Coach to mentor team members who interact with clients on the phone. You will listen to call clips, provide feedback, and lead side-by-side coaching across our 600,000-square-foot campus to ensure adherence to best practices in client service.

You will schedule sessions, log detailed feedback, and prepare formal reports for leaders while facilitating training for the Client Service team.