Client Advocate

Veterans United Home Loans • St. Louis, MO

1d

About The Position

As a Client Advocate, you will enhance the customer service experience by supporting loan teams, discussing solutions with involved parties, and completely addressing and resolving consumer complaints. Here’s a snapshot of what you’d be doing: Take ownership of complaint calls and emails, listen to concerns and offer solutions with the goal of completely resolving the concern. Promptly address consumer inquiries via phone, email, and social media platforms. Assist with collateral reviews, rush requests and rate desk exceptions. Guide and encourage loan teams through difficult scenarios. Share complaint trends with department leaders to prevent future grievances and improve the consumer experience. Assist in creating reports, completing projects, and participating in training courses. Actively contribute to making the team and culture stronger by assisting with other duties as needed, excluding licensed activity. We’re looking for someone who can be passionate about their job and have fun doing it, who will deliver results with integrity, and who enjoys finding ways to enhance the lives of others every day. We’ll also want to know you can demonstrate these attributes: Exemplary customer service skills Strong communication skills (written and verbal) Effective communication and conflict resolution Thrive in a highly cooperative work environment High attention to detail Dedicated work ethic Leadership skills Strong problem-solving aptitude Passionate about furthering education through training and hands on experience Adaptable to change and shifts in priority Experience developing and maintaining positive employee relationships

Requirements

• Exemplary customer service skills
• Strong communication skills (written and verbal)
• Effective communication and conflict resolution
• Thrive in a highly cooperative work environment
• High attention to detail
• Dedicated work ethic
• Leadership skills
• Strong problem-solving aptitude
• Passionate about furthering education through training and hands on experience
• Adaptable to change and shifts in priority
• Experience developing and maintaining positive employee relationships
• 1+ year(s) of customer service experience
• Proficient in basic computer technologies, appropriate for an internet-based company
• Regular and predictable attendance

Nice To Haves

• Experience in the mortgage industry, preferably in Production

Responsibilities

• Take ownership of complaint calls and emails, listen to concerns and offer solutions with the goal of completely resolving the concern.
• Promptly address consumer inquiries via phone, email, and social media platforms.
• Assist with collateral reviews, rush requests and rate desk exceptions.
• Guide and encourage loan teams through difficult scenarios.
• Share complaint trends with department leaders to prevent future grievances and improve the consumer experience.
• Assist in creating reports, completing projects, and participating in training courses.
• Actively contribute to making the team and culture stronger by assisting with other duties as needed, excluding licensed activity.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees