Onsite Client Experience Coach & Call Quality Leader

UWM; Pontiac (MI); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

PTO after 30 days

Parental leave benefits

Adoption reimbursement

Volunteer hours

Training & career development

Medical insurance

Dental insurance

Vision insurance

Life insurance

401k with employer match

Mortgage discount

Fitness center access

Wellness area

Cafeteria

Job summary

UWM in Pontiac, MI is seeking a Client Experience Coach to mentor team members who interact with clients on the phone. You will listen to call clips, provide verbal and written feedback, and coach sessions to improve service quality.

You will schedule coaching, prepare formal feedback for leaders, and log detailed notes for each session. The role requires onsite, full-time attendance, with travel between UWM buildings as needed. Join us to set the tone for positive client experiences.

Qualifications

• High school diploma or equivalent.
• 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.

Responsibilities

• Listen to call clips with team members and providing verbal and written feedback.
• Conduct 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.

Skills

Leadership

Management

Call quality

Client experience

Multitasking

Adaptability

Positive attitude

Onsite

Coaching

Education

High school diploma or equivalent

Job description

UWM in Pontiac, MI is seeking a Client Experience Coach to mentor team members who interact with clients on the phone. You will listen to call clips, provide verbal and written feedback, and coach sessions to improve service quality.

You will schedule coaching, prepare formal feedback for leaders, and log detailed notes for each session. The role requires onsite, full-time attendance, with travel between UWM buildings as needed. Join us to set the tone for positive client experiences.