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    Client Experience Specialist - Detroit, United States - Rocket Companies Inc.

    Rocket Companies Inc.
    Rocket Companies Inc. Detroit, United States

    3 weeks ago

    Default job background
    Description
    Minimum Qualifications


    • 1 year of experience in a client-facing role
    • Willingness to work a flexible work schedule that will be provided 3 weeks in advance
    • Strong communication, client service and time management skills
    • Sense of urgency and strong focus on influence and persuasion
    • Detail-oriented team player who can multitask and handle workloads with deadlines
    • Ability to work confidently and effectively in a fast-paced work environment
    • Ability to clearly communicate loan decisions
    • Proficiency in the Microsoft Office suite
    • Strong problem-solving skills
    • Strong analytical skills
    Preferred Qualifications


    • 1 year of contact center experience
    • Ability to thrive in a high-growth environment
    • Ability to type at a speed of 65 WPM
    Job Summary

    The Client Experience Specialist represents the Rocket brand to their clients. They assist daily with explaining the application process, loan decisions and post-close concerns.

    The primary focus is providing our clients with exceptional support and communication via multi-channel, while informing clients of our self-service options.

    The Client Experience Specialist is also responsible for identifying process gaps and opportunities to support continuous improvement and automation in the business.

    Responsibilities


    • Take incoming/outgoing phone calls while ensuring regulatory compliance and maintain a high standard of influence and persuasion to get a client through to the closing process
    • Use a variety of outreach methods to communicate with clients such as phone (inbound/outbound calls), emails, text and chat
    • Assist with addressing operational questions and concerns
    • Proactively reach out to clients/prospective client who are looking to obtain a personal loan and guide them through the loan review process
    • Troubleshoot client technical concerns with the online application process
    • Assist with other assigned projects
    • Assist clients in appropriate vehicle selection
    • Work effectively in a performance and process-driven environment
    • Follow up with all client inquiries in a timely manner to effectively maximize every opportunity
    • Work in a team setting in a variety of roles and across multiple platforms to produce process improvements
    • Meet daily, weekly and monthly goals and objectives
    • Direct customers to product information resources, including those available on the internet
    Disclaimer

    This is an outline of the primary responsibilities of this position. As with everything in life, things change.

    The tasks and responsibilities can be changed, added to, removed, amended, deleted and modified at any time by the leadership group.

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