CX Coach - Sales

United Wholesale Mortgage, LLC; Michigan; On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

PTO after 30 days

Parental and maternity leave after 12M

Adoption reimbursement

Volunteer hours

Career development and training

Health, dental, vision, life insurance

401k with employer match

Mortgage discounts

Job summary

United Wholesale Mortgage, LLC is seeking a on-site, full-time Client Service Coach to lead, train, and elevate our client service team. The role focuses on coaching call quality, delivering structured feedback, and driving continuous improvement across the coaching program.

The position requires leadership experience, the ability to travel between UWM buildings for coaching, and a proactive, energetic approach to employee development in a fast-paced environment.

Qualifications

• Leadership and management experience guiding teams.
• Strong focus on call quality and client experience.
• Ability to multitask in a fast-moving environment.
• Self-motivated with a solid work ethic.
• Willingness to travel between buildings for coaching sessions.

Responsibilities

• Listen to call clips with team members and provide feedback.
• Conduct side-by-side live coaching sessions.
• Prepare formal feedback for leaders and the Client Service team.
• Log organized and detailed feedback for each coaching session.
• Facilitate Client Service training sessions.

Skills

Leadership

Management

Call quality

Client experience

Multitasking

Self-motivated

Education

High school diploma or equivalent

Job description

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 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

Qualifications

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