VU Experience Coordinator

Veterans United Home Loans•Columbia, MO

10d

About The Position

As a VU Experience Coordinator, you’ll dive into the heart of our client interactions to understand how well we’re living out our values. You’ll review calls, evaluate touchpoints, and gather insights that help us keep delivering an experience rooted in care, respect, and excellence. Your work helps guide our teams, strengthen our culture, and ensure that every borrower feels supported. It’s detailed work, for sure, but it’s also incredibly meaningful because your insights directly influence how we serve those who have served us.

Requirements

You bring a dedicated work ethic and take pride in doing things well, even when the work is repetitive.
You thrive in a fast-paced, highly collaborative environment.
You have strong customer service instincts and a friendly, professional communication style.
You’re attentive to detail and comfortable reviewing information with accuracy and consistency.
You’re adaptable and ready to shift gears as business priorities evolve.
You show up consistently and can be counted on to get the job done.

Nice To Haves

1+ year of Veterans United experience, ideally in Production or Operations.
Previous mortgage industry experience.
Previous customer service experience.

Responsibilities

Reviewing call recordings and other client interactions to understand the full story of each borrower’s experience.
Evaluating how well our company values show up in every touchpoint and documenting your observations with clarity.
Staying sharp on company and industry best practices by participating in trainings, team meetings, and ongoing learning.
Identifying trends and sharing meaningful takeaways that support coaching, development, and continuous improvement.
Pitching in wherever needed (excluding licensed tasks) to help foster a supportive and collaborative team culture.

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