A lot can be gained from an engaging phone conversation. It can build relationships, answer important questions, and showcase an exceptional client experience. The CX Scoring Specialist is responsible for evaluating and analyzing customer service calls to ensure compliance with company standards, policies, and procedures. This role involves listening to recorded calls, scoring them against a set of criteria, and providing anonymous feedback to improve overall customer service performance.

• Listening to and evaluating 65+ recorded calls per day based on predefined criteria and scoring guidelines
• Providing constructive feedback to UWM team members to help improve performance and adherence to company standards
• Communicating UWM team members strengths and opportunities to coaches and leadership
• Auditing calls in our speech analytics platform
• Basic reporting including trend identification, process analysis, and more
• Completing additional administrative duties

Must-Have Qualifications:

• High School Diploma or equivalent 
• 1+ years’ customer service experience or related
• Self-motivated with a strong work ethic
• Comfortable in a fast-moving environment
• Ability to multitask and adapt
• Keen organization
• Strong communication skills
• Strong attention to detail
• Positive attitude and willingness to learn
• Onsite, full-time attendance

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

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.