Customer Experience Support Specialist - Columbia, MO and Jefferson City, MO

Veterans United Home Loans • Columbia, MO

3d

About The Position

Whether you come from a background in customer service, retail, hospitality, or administrative support, you can be successful in this role. We don’t require a specific degree or experience, but we’re looking for translatable skills and relevant expertise. We will provide you with the training and development opportunities needed to build a career here! About The Role: As a Customer Experience Support Specialist, you’ll be the friendly first voice our callers connect with. You’ll help answer questions, gather key information, and make sure each person gets to the right place for support. Whether you're helping with billing questions, routing calls, or following up on emails and voicemails, your goal is simple: make every interaction smooth, helpful, and positive. You’ll play a key role in keeping things organized behind the scenes while creating a great experience for both customers and co-workers.

Requirements

• You bring a strong work ethic and take pride in doing your best work every day.
• You’re comfortable juggling multiple tasks and staying organized in a fast-paced environment.
• Providing great customer service comes naturally to you, and you enjoy helping others.
• You communicate clearly and confidently, both over the phone and in writing.
• You handle challenges with patience and professionalism, even in difficult situations.
• You enjoy working with others and contributing to a supportive, team-first environment.
• You show up consistently and can be counted on to get the job done.

Nice To Haves

• Previous customer service experience is a plus, but not required.

Responsibilities

• Serve as the first point of contact for internal and external callers, delivering a welcoming and helpful experience every time.
• Answer general questions related to personal lines insurance and gather basic information, while following guidelines around unlicensed activity.
• Route callers to the appropriate licensed agents when needed, ensuring a smooth handoff.
• Review and complete unlicensed notifications within 24 hours to keep processes moving.
• Respond to emails, voicemails, and incoming mail within 24 hours to maintain timely communication.
• Monitor renewal activity, support agents with marketing efforts, and create follow-up tasks when licensed actions are needed.
• Jump in to support the team and contribute to a positive, collaborative culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees