As the Client Experience Specialist, you'll represent the Rocket brand to their clients. You'll assist 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. The Client Experience Specialist is also 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
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 [email protected].
Rocket Compensation & Benefits Highlights
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Healthcare Strength — Health coverage is portrayed as comprehensive—medical, dental, vision, mental-health resources, and access to the Rock Health Collective—with strong sentiment around plan quality. Feedback suggests these offerings are a consistent standout across roles.
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Parental & Family Support — Parental leave, childcare subsidies, fertility benefits, and adoption/foster assistance are highlighted as part of a broad family-support portfolio. Feedback suggests these programs materially enhance the perceived value of the total rewards package.
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Leave & Time Off Breadth — A generous PTO policy is advertised and often described as a substantial benefit. Feedback suggests time off is generally well regarded despite role-by-role variation.
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What We Do
We’re a Detroit-based company obsessed with helping our clients achieve the dream of homeownership and financial freedom. Our flagship business, now known as Rocket Mortgage, was founded by Dan Gilbert in 1985. Since then, we’ve revolutionized the mortgage industry – twice – and taken our place as the industry leader. Today, the Rocket brand is synonymous with providing simple, fast and trusted digital solutions for complex transactions. When you need a mortgage, a real estate agent or a personal loan, Rocket gets you there fast.
Why Work With Us
Powered by AI and driven by human ingenuity, our trailblazing teams create endless pathways toward a future of possibility. By pairing relentless innovation with real empathy, we’re building the future of homeownership – together.
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Employees engage in a combination of remote and on-site work.
