CX Coach - Sales

United Wholesale Mortgage; Pontiac (MI); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Paid Time Off (PTO)

Medical, dental, vision and life insurance

401k with employer match

Free fitness center membership

Paid training and career development

Job summary

United Wholesale Mortgage is looking for a Client Experience Coach based in Pontiac, Michigan. In this full-time role, you will provide coaching to team members who interact directly with clients. This includes feedback sessions, live coaching, and organizing additional training when needed. You will help set the tone for positive client experiences in a fast-paced environment.

The position offers a comprehensive set of perks including paid time off, medical benefits, and opportunities for personal development. Join us to make a difference in clients' lives!

Qualifications

• Must have experience in leadership, management and call quality.
• At least two years of client experience.
• Comfortable in a fast‑moving environment.

Responsibilities

• Listening to call clips with team members and providing feedback.
• Conducting side‑by‑side live coaching.
• Facilitating Client Service training sessions.

Skills

Leadership experience

Call quality management

Client experience

Multitasking

Positive attitude

Education

High school diploma or equivalent

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 — apply today.

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

What We Need From You

Must have Qualifications

• High school diploma or equivalent
• Must have experience in leadership, management and call quality
• At least two years of 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

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.