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Client Experience Specialist - Detroit, United States - Rock Family of Companies
Description
The Rock Family of Companies is made up of nearly 100 separate businesses spanning fintech, sports, entertainment, real estate, startups and more.
Were united by our culture a drive to find a better way that fuels our commitment to our clients, our community and our team members.
We believe in and build inclusive workplaces, where every voice is heard and diverse perspectives are welcomed.Working for a company in the Family is about more than just a job its about having the opportunity to become the best version of yourself.
Minimum Qualifications1 year of experience in a client-facing roleWillingness to work a flexible work schedule that will be provided 3 weeks in advanceStrong communication, client service and time management skillsSense of urgency and strong focus on influence and persuasionDetail-oriented team player who can multitask and handle workloads with deadlinesAbility to work confidently and effectively in a fast-paced work environmentAbility to clearly communicate loan decisionsProficiency in the Microsoft Office suiteStrong problem-solving skillsStrong analytical skillsPreferred Qualifications1 year of contact center experienceAbility to thrive in a high-growth environmentAbility to type at a speed of 65 WPMJob SummaryThe 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.
ResponsibilitiesTake 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 processUse a variety of outreach methods to communicate with clients such as phone (inbound/outbound calls), emails, text and chatAssist with addressing operational questions and concernsProactively reach out to clients/prospective client who are looking to obtain a personal loan and guide them through the loan review processTroubleshoot client technical concerns with the online application processAssist with other assigned projectsAssist clients in appropriate vehicle selectionWork effectively in a performance and process-driven environmentFollow up with all client inquiries in a timely manner to effectively maximize every opportunityWork in a team setting in a variety of roles and across multiple platforms to produce process improvementsMeet daily, weekly and monthly goals and objectivesDirect customers to product information resources, including those available on the internetDisclaimerThis 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.
The Company is an Equal Employment Opportunity employer, and does not discriminate in any hiring or employment practices. The Company provides reasonable accommodations to qualified individuals with disabilities in accordance with state and federal law.Applicants requiring reasonable accommodation in completing the application and/or participating in the employment application process should notify a representative of the Human Resources Team, The Pulse, at use world-class recruiting and talent management teams to help each member organization recruit the best and brightest.
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