Client Experience Servicing Specialist

The Rock Family of Companies is made up of nearly 100 separate businesses spanning fintech, sports, entertainment, real estate, startups and more. We’re united by our culture – a drive to find a better way that fuels our commitment to our clients, our community and our team members. We believe in and build inclusive workplaces, where every voice is heard and diverse perspectives are welcomed. Working for a company in the Family is about more than just a job – it’s about having the opportunity to become the best version of yourself.

As a Client Experience Specialist, you'll represent the Rocket brand to your clients. You'll 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. You'll also be responsible for identifying process gaps and opportunities to support continuous improvement and automation in the business. 

About the role

• 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

About you

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

What you’ll get

Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too! We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life. We are proud to offer eligible team members perks and health benefits that will help you have peace of mind. Simply put: We’ve got your back. Check out our full list of Benefits and Perks.

About us

Headquartered in Detroit, Rocket Loans was established to create the most simple, rocket fast personal loan process. We assembled a top-notch team of individuals combining new, passionate team members with some of the best veterans from Rocket Mortgage to create the most user-friendly lending platform in the world. We have given it our best to create an experience that is best-of-breed in the personal loan industry and commit even more to continuously improving it. At Rocket Loans, you’ll build a career that helps you achieve your professional goals while helping clients get the loans they need to reach their financial goals. We’re looking for innovators and those unafraid to disrupt the status -quo. With an inclusive culture and opportunities to make a positive impact, we’re here to help you foster your career growth.

This job description is an outline of the primary responsibilities of this position and may be modified at the discretion of the Company at any time.  Decisions related to employment are not based on race, color, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity or expression, age, military or veteran status or any other characteristic protected by state or federal law.  The Company provides reasonable accommodations to qualified individuals with disabilities in accordance with applicable state and federal laws.  Applicants requiring reasonable accommodations in completing the application and/or participating in the application process should contact a member of the Human Resources team at Careers@myrocketcareer.com.

The Company is an Equal Employment Opportunity employer, and does not discriminate in any hiring or employment practices. The Company provides reasonable accommodations to qualified individuals with disabilities in accordance with state and federal law. Applicants requiring reasonable accommodation in completing the application and/or participating in the employment application process should notify a representative of the Human Resources Team, The Pulse, at Careers@myrocketcareer.com.