CX Coaching Lead: Live Feedback & Training

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

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.