CX Coach

Business Unit
United Shore


Mentoring can be a truly rewarding experience. Especially when it makes a difference in someone’s life and career. If you enjoy leading people toward success — and you relish the art of conversation — you’d make a great Call Coach. The primary focus of this role is supporting and offering feedback to team members who interact with clients on the phone. Throughout our 600,000 square foot campus, you’ll meet with team members to coach them on UWM’s best practices for processes, guidelines and client service, and keep them accountable for any items that were presented in the coaching sessions. Help set the tone and expectations for positive call experiences — apply today.


  • Listening to call clips with team members, and giving verbal and written feedback
  • 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 in Client Service training sessions
  • Scheduling coaching sessions with team members
  • Assigning classroom-based instruction to team members who require additional training


  • High school diploma or equivalent
  • Must have experience in leadership, management and call quality
  • Must have at least two years’ 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 Coaching Sessions Per Day


United Wholesale Mortgage is a rapidly growing, family-owned company that feels very much like family. Our team is a diverse group of mortgage experts, sales superstars, tech gurus, marketing whizzes and more. And our award-winning workplace just happens to be home to the #1 wholesale mortgage lender in the nation, United Wholesale Mortgage. We believe in setting our team members up for success by creating a unique, energetic culture where you can be yourself and still reach your professional goals.

Here are some of the reasons you’ll love working here:

  • Large, state-of-the-art fitness center with a full-size basketball court, outdoor sand volleyball court, plus Zumba and yoga classes
  • 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, and a dedicated food truck
  • Free fruit, soft drinks and coffee
  • Convenience store featuring grab-and-go snacks
  • In-house Starbucks and indoor/outdoor café with Wi-Fi
  • Escape room designed for team-building activities
  • Indoor/outdoor putting greens 


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 United Shore is "at-will." We are an Equal Opportunity Employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, age, national origin, veteran or disability status, or any other legally protected status.


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