What are the responsibilities and job description for the Client Experience Specialist position at Rocket Mortgage?
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.
Salary : $1 - $1,000,000
