Inbound Call Center Representative

United Shore Financial Services LLC; Pontiac (MI); On-site; USD 32,000 - 46,000; Full time

Benefits offered by this job

PTO after 30 days

Parental/maternity leave benefits

Adoption reimbursement

Paid training and career development

Medical, dental, vision and life ins.

401k with employer match

Mortgage discounts

Fitness center membership

Job summary

United Wholesale Mortgage (UWM) is hiring a Customer Care Servicing Specialist to be the key contact for mortgage clients, handling calls, emails, and reports with a focus on phone engagement. You will support sub-servicer operations and cross-train across Servicing.

The role requires 1+ years in customer service or mortgage industry, strong communication and analytical skills, and proficiency in Excel and MS Office. Onsite, full-time position with robust perks.

Qualifications

• 1+ years experience in customer service handling high call volumes or mortgage industry.
• Excellent customer service and communication skills.
• Strong analytical abilities and proficiency with Excel, including formulas and PivotTables.
• MS Office proficiency, self-motivated and adaptable to a fast-paced environment.
• High school diploma or equivalent; onsite, full-time attendance.
• Nice to have mortgage servicing experience and bilingual English/Spanish.

Responsibilities

• Accept incoming calls from clients and make outbound calls as needed.
• Respond to client emails and work various reports as assigned.
• Assist and oversee our sub-servicer and cross-train in Servicing.
• Maintain relationships with mortgage clients and advise as needed.
• Focus heavily on phone contact with clients.

Skills

Customer service

Communication

Analytical skills

Excel

PivotTables

MS Office

Multitasking

Fast-paced work

Positive attitude

Education

High school diploma or equivalent

Tools

Excel

PivotTables

VLOOKUPs

MS Office

Job description

Working as a liaison between United Wholesale Mortgage (UWM) and our clients is a truly rewarding position. As a Customer Care Servicing Specialist, you’ll be the key point of contact among our mortgage clients, maintaining relationships that have been long-established, and being there to advise and direct as needed. All it takes is exceptional client service skills and a love of talking — this role is within the Customer Care team in Servicing, and will be heavily focused on phone contact with clients.

WHAT YOU WILL BE DOING

• Accepting incoming calls from all clients
• Making outbound calls to clients
• Responding to emails from clients
• Working various reports as assigned
• Aiding and overseeing our sub-servicer
• Cross-training to learn other areas of our Servicing team

WHAT WE NEED FROM YOU

Must Have Qualifications:

• 1+ years experience in customer service dealing with a high volume of calls OR 1+ year of experience working in the mortgage industry
• Excellent customer service and communication skills
• Strong analytical skills
• Proficiency in Excel, including vlookups, formulas and PivotTables
• Proficiency in MS Office
• Self-motivated with a strong work ethic
• Comfortable in a fast-moving environment
• Ability to multitask and adapt
• Positive attitude and willingness to learn
• High school diploma or equivalent
• Onsite, full-time attendance

Nice to Have Qualifications:

• 1+ years experience in mortgage servicing
• Bilingual in English and Spanish

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.