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Client Experience Specialist

  • Detroit, Michigan, United States of America
  • FullTime
a man and woman walking in front of a white board with sticky notes

Description

At Rocket Loans, you’ll build a career that helps you achieve your professional goals while helping clients get the loans they need to reach their financial goals. We’re looking for innovators and those unafraid to disrupt the status -quo. With an inclusive culture and opportunities to make a positive impact; we’re here to help you foster your career growth. And with a comprehensive benefits package and perks including on-site health care, wellness courses, education assistance and family support, you can be sure that your health and wellness is our top priority.

Apply today to join a team that can help empower you to be a part of something bigger, while elevating your career to the next level.

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

As a Client Experience Specialist, you'll represent the Rocket brand to your clients. You'll 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. You'll also be 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

Benefits and Perks

Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too! We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life. We are proud to offer eligible team members perks and health benefits that will help you have peace of mind. Simply put: We’ve got your back. Check out our full list of Benefits and Perks.

Who We Are

Rocket Companies® is a Detroit-based company made up of businesses that provide simple, fast and trusted digital solutions for complex transactions. The name comes from our flagship business, now known as Rocket Mortgage®, which was founded in 1985. Today, we’re a publicly traded company involved in many different industries, including mortgages, fintech, real estate and more. We’re insistently different in how we look at the world and are committed to an inclusive workplace where every voice is heard. We’re passionate about the work we do, and it shows. We’ve been ranked #1 for Fortune’s Best Large Workplaces in Financial Services and Insurance List in 2022, named #5 on People Magazine’s Companies That Care List in 2022 and recognized as #7 on Fortune’s list of the 100 Best Companies to Work For in 2022.

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.

We are proud equal opportunity employers and committed to providing an inclusive environment based on mutual respect for all candidates and team members. Employment decisions, including hiring decisions, are not based on race, color, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity or expression, age, military or veteran status or any other characteristic protected by state or federal law. We also provide reasonable accommodation to qualified individuals with disabilities in accordance with state and federal law.

Rocket Mortgage, backed by Rocket Companies®, means more opportunities for you to carve your own career path forward. From our desire to revolutionize the way people get mortgages to addressing challenges big or small with outside-the-box solutions, we’re not your typical employer. We’ll provide you with everything you need to make sure you’re successful here. 

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