What are the responsibilities and job description for the Customer Experience Support Specialist position at Veterans United Home Loans?
As a Customer Experience Support Specialist and a key member of the Customer Experience team, you will be responsible for providing front-line knowledge and assistance to callers. This includes addressing general inquiries—such as those related to billing—gathering basic customer information, and ensuring callers are directed appropriately while consistently delivering exceptional customer service. Your responsibilities will also extend to connecting callers with licensed agents when necessary, managing unlicensed carrier notifications, processing incoming mail, and responding to emails and voicemails in a timely manner.
Job duties may include, but are not limited to:
- Serve as the first point of contact for both internal and external customers via phone, providing outstanding customer service.
- Respond to general inquiries regarding personal lines insurance and collect basic borrower information, while strictly following company and industry guidelines that prohibit licensed activity.
- Review and work unlicensed memo notifications within 24 hours.
- Process and respond to all emails, voicemails, and physical mail within 24 hours of receipt.
- Monitor the daily renewal list, support CES Agents in marketing efforts, and create follow-up tasks when licensed actions are required.
- 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:
We’ll also want to know you can demonstrate these attributes:
- Dedicated work ethic
- Ability to multitask
- Exemplary customer service skills
- Excel in a fast-paced, results-oriented environment
- Thrive in a highly cooperative work setting
- Strong communication skills (written and verbal)
- Effective communication and conflict resolution
- Previous customer service experience
- Proficient in basic computer technologies, appropriate for an internet-based company
- Regular and predictable attendance
Learn more about us on
Glassdoor
and our career site at vu.com/careers
Veterans United Home Loans and its affiliates are Equal Opportunity Employers that consider all qualified applicants regardless of race, color, religion, sex (including pregnancy, transgender status, and sexual orientation), national origin, age (40 or older), disability or genetic information.
