UWM

CX Sales Coach

Business Unit
United Wholesale Mortgage
Location
US-MI-Pontiac

 

Are you comfortable in a mentoring role? As a CX (Client Experience) Coach at United Wholesale Mortgage, your job is to connect with Account Executives, while providing valuable guidance and encouragement. A typical day may consist of scoring and coaching Account Executive calls, facilitating role-plays to advance team phone skills, and providing feedback to team members and their leaders. You’ll also work side-by-side with the Sales Training Team to assist with new content development, training preparations and scheduling. This role requires a hands-on approach, and all Call Score Specialists will be expected to understand our call standards and coaching style.

WHAT YOU WILL BE DOING

  • Listening to team member call clips
  • Evaluating call coaching opportunities using a detailed scorecard
  • Conducting role-play calls with team members
  • Maintaining detailed coaching notes and metrics
  • Preparing training classes with essential materials
  • Scheduling coaching sessions
  • Participating in process-related trainings
  • Distributing pre/post-training evaluations and surveys 
  • Working with coaching leaders to identify sales training opportunities through metrics
  • Developing new training content based off coaching opportunities in call findings
  • Actively seeking coaching and feedback
  • Consistently going above and beyond
  • Living and breathing our core values 

WHAT WE NEED FROM YOU

  • Minimum one year of mortgage experience (preferably in sales or processing)
  • Business-related bachelor's degree (preferred, not required)
  • Experience using or managing an LMS
  • Advanced experience in Microsoft PowerPoint, Excel and Word
  • Excellent written and verbal communication skills
  • Proven ability to collaborate with others
  • Strong project management skills
  • Professionalism and composure in high-pressure situations with short deadlines
  • 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

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.  

 

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.   

 

It’s no wonder that 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. 

 

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 Great Lakes Coffee Roasting Company 
  • 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.

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