Client Experience Coach - Sales

United Shore Financial Services LLC; Pontiac (MI); On-site; USD 45,000 - 60,000; Full time

Job summary

United Shore Financial Services LLC is seeking a Client Experience Coach to mentor team members who interact with clients on the phone. The role focuses on providing feedback, coaching on best practices, and ensuring accountability for items raised during coaching sessions on our 600,000-square-foot campus.

You will set the tone for positive call experiences, lead training initiatives, and partner with leaders to drive client service excellence across the organization.

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

Job description

Mentoring can be a truly rewarding experience, especially when it makes a difference in someone’s life and career. If you enjoy leading people toward success — and you relish the art of conversation — you’d make a great Client Experience Coach. The primary focus of this role is supporting and offering feedback to team members who interact with clients on the phone. Throughout our 600,000-square-foot campus, you’ll meet with team members to coach them on UWM’s best practices for processes, guidelines, and client service, and keep them accountable for any items that were presented in the coaching sessions. Help set the tone and expectations for positive call experiences.

WHAT YOU WILL BE DOING

• 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