United Shore

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Client Relationship Specialist

Client Relationship Specialist

Business Unit 
United Shore

More information about this job


Our Client Relationship Specialist’s at United Shore are imperative to our success in maintaining our #1 position in Wholesale Lending.  These are the team members who are ensuring we are always delivering “Elite Client Service” on every single interaction our clients reach out to us with.  We call this team “Pronto”, meaning prompt or quickly, and that is a promise we make to all of our clients who reach out to us.  The Client Relationship Specialist is solely responsible for handling any Client Issues that are escalated whether it is thru a phone call, email, or our simple to use chat feature. 


  • Answering all inbound phone calls, e-mails, and chats that come into the Pronto team with a positive attitude every time, ensuring our clients are left with a timely and memorable experience.
  • Identifying and understanding the Client’s issue and needs in order to quickly escalate them over to the appropriate team to finalize the solution for the Client.
  • Responsible for identifying and escalating each Client issue within the prescribed timeframe from when you receive it.
  • The ability to clarify the Client’s issue and track appropriately within our in-house systems.
  • Strong ability to simplify Client issues and provide feedback to the appropriate team leaders affected by the issue at hand, in order to improve our client service and processes.


  • 6 months or more of either Mortgage Client Service experience or service industry experience such as: Restaurant, Call Center, Retail Customer Service, Hotel Hospitality, etc.
  • Successful track record with Client Service
  • Strong ability to remain calm and positive in stressful situations
  • Resourceful when problem solving and able to think outside of the box while following the process in place
  • Ability to multi-task, prioritize, and quickly solve any problems that arise
  • Know when to escalate an issue and to the appropriate team; strong skills in judgment calls
  • Ability to simplify and include all details to provide appropriate feedback
  • Proficient with the entire Microsoft Suite
  • Open to learning, willing to be coached, and able to be adapt quickly in an ever-changing industry
  • You thrive in a team environment. We’re one team working towards one common goal
  • You have a strong ability to take ownership when necessary – We call this “Thumb Pointing”
  • Driven with a strong work ethic who thrives on getting better every single day


United Shore is a diverse group of over 2,200 mortgage experts, sales superstars, tech gurus, marketing whizzes, and more – all working toward the same goals. We’re a $30 billion and growing, family-owned-and-operated company that still feels like family. We have an award-winning workplace that just happens to be home to the #1 wholesale mortgage lender in the country, United Wholesale Mortgage. We’re committed to a 40-hour workweek. And 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 goals.


Here are just a few of the reasons you’ll love working here:

  • Be well here - Salta Direct is our in-house doctor’s office, available to all team members!
  • Work-life balance. Give us 40-hours and the rest is yours.
  • Generous benefits package including health and wellness, community involvement, personal and professional development, and rewards and recognition
  • Free fruit, soft drinks, and coffee
  • Gourmet cafeteria featuring homemade breakfast, lunch, sushi Mondays, and Mediterranean food.
  • State-of-the-art fitness center open 5 a.m.–11 p.m. daily
  • 24/7 convenience store
  • Our very own Starbucks
  • Cool company events that always include a surprise or two
  • Lawn vouchers to concerts at DTE Energy Music Theater


All the above duties and responsibilities are essential job functions subject to reasonable accommodation. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Employees may be required to perform any other job related instructions as requested by their supervisor, subject to reasonable accommodations. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship. United Shore Financial Services is an Equal Opportunity/Affirmative Action Employer.

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