United Shore

  • Pronto Relationship Specialist

    Business Unit
    United Shore
    Location
    US-MI-Pontiac
  •  

    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. 

    WHAT YOU WILL BE DOING

    • 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.

    WHAT WE NEED FROM YOU

    • 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

    THE PLACE & THE PERKS

    United Shore is a diverse group of over 2,600 mortgage experts, sales superstars, tech gurus, marketing whizzes and more. We’re a $30 billion and growing, family owned and operated company that still feels like family. Our award-winning workplace just happens to be home to the #1 wholesale mortgage lender in the nation, United Wholesale Mortgage. 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 professional goals.

     

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

    • Free fruit, soft drinks and coffee
    • Gourmet cafeteria featuring homemade breakfast, lunch and a stationary food truck featuring $1 sliders
    • Wellness area including an in-house primary-care doctor’s office, full-time massage therapist and hair salon
    • Large, state-of-the-art fitness center with a full-size basketball court, outdoor sand volleyball court, plus Zumba and yoga classes
    • Convenience store featuring grab-and-go snacks
    • In-house Starbucks and indoor/outdoor café with Wi-Fi
    • Lawn vouchers to concerts at DTE Energy Music Theater
    • Escape room for team-building activities
    • Indoor/outdoor putting greens
    • Bicycle-sharing program with bike and jogging paths

    DISCLAIMER

    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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