Client Experience Specialist - Origination
Detroit Staffing, Detroit, Michigan, United States, 48228
Client Experience Specialist
As the Client Experience Specialist, you'll represent the Rocket brand to their clients. You'll assist 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 include: Taking incoming/outgoing phone calls while ensuring regulatory compliance and maintaining a high standard of influence and persuasion to get a client through to the closing process Using a variety of outreach methods to communicate with clients such as phone (inbound/outbound calls), emails, text, and chat Assisting with addressing operational questions and concerns Proactively reaching out to clients/prospective clients who are looking to obtain a personal loan and guiding them through the loan review process Troubleshooting client technical concerns with the online application process Assisting with other assigned projects Assisting clients in appropriate vehicle selection Working effectively in a performance and process-driven environment Following up with all client inquiries in a timely manner to effectively maximize every opportunity Working in a team setting in a variety of roles and across multiple platforms to produce process improvements Meeting daily, weekly, and monthly goals and objectives Directing customers to product information resources, including those available on the internet Minimum qualifications include: 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 include: 1 year of contact center experience Ability to thrive in a high-growth environment Ability to type at a speed of 65 WPM 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. Headquartered in Detroit, Rocket Loans was established to create the most simple, rocket fast personal loan process. We assembled a top-notch team of individuals combining new, passionate team members with some of the best veterans from Rocket Mortgage to create the most user-friendly lending platform in the world. We have given it our best to create an experience that is best-of-breed in the personal loan industry and commit even more to continuously improving it. 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.
As the Client Experience Specialist, you'll represent the Rocket brand to their clients. You'll assist 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 include: Taking incoming/outgoing phone calls while ensuring regulatory compliance and maintaining a high standard of influence and persuasion to get a client through to the closing process Using a variety of outreach methods to communicate with clients such as phone (inbound/outbound calls), emails, text, and chat Assisting with addressing operational questions and concerns Proactively reaching out to clients/prospective clients who are looking to obtain a personal loan and guiding them through the loan review process Troubleshooting client technical concerns with the online application process Assisting with other assigned projects Assisting clients in appropriate vehicle selection Working effectively in a performance and process-driven environment Following up with all client inquiries in a timely manner to effectively maximize every opportunity Working in a team setting in a variety of roles and across multiple platforms to produce process improvements Meeting daily, weekly, and monthly goals and objectives Directing customers to product information resources, including those available on the internet Minimum qualifications include: 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 include: 1 year of contact center experience Ability to thrive in a high-growth environment Ability to type at a speed of 65 WPM 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. Headquartered in Detroit, Rocket Loans was established to create the most simple, rocket fast personal loan process. We assembled a top-notch team of individuals combining new, passionate team members with some of the best veterans from Rocket Mortgage to create the most user-friendly lending platform in the world. We have given it our best to create an experience that is best-of-breed in the personal loan industry and commit even more to continuously improving it. 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.