Customer Experience Support Specialist

Veterans United Home Loans • Columbia, MO

1d

About The Position

We're looking for rockstars to join our February 4th class in either Jefferson City or Columbia! Whether you come from a background in customer service, call center support, hospitality, or administrative work, 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 a key part of our Customer Experience team and the first friendly voice our callers hear. You’ll help answer general questions, gather basic customer information, and make sure each caller is routed to the right place, all while delivering an exceptional customer experience. This role is all about being helpful, organized, and responsive, while following important guidelines around unlicensed activity. You’ll also support the team by handling emails, voicemails, and mail, and by connecting callers with licensed agents when needed.

Requirements

• You bring a dedicated work ethic and take pride in showing up and doing great work.
• You’re comfortable multitasking and staying organized in a fast-paced, results-driven environment.
• Providing outstanding customer service comes naturally to you, even in challenging situations.
• You communicate clearly and professionally, both verbally and in writing.
• You thrive in a highly collaborative team setting and enjoy working toward shared goals.
• You handle conflict with patience, empathy, and problem-solving skills.
• 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

• Serving as the first point of contact for internal and external customers by phone, providing a friendly, professional experience every time.
• Answering general questions related to personal lines insurance, including billing inquiries, while collecting basic customer information and staying within unlicensed guidelines.
• Routing callers to licensed agents when appropriate and ensuring a smooth handoff.
• Reviewing and working unlicensed carrier notifications within 24 hours.
• Processing and responding to emails, voicemails, and physical mail within 24 hours of receipt.
• Monitoring daily renewal lists, supporting CES Agents with marketing efforts, and creating follow-up tasks when licensed action is required.
• Pitching in wherever needed (excluding licensed activity) to help strengthen the team and support a positive, collaborative culture.

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