Job Description

Whether you come from a background in customer service, retail, hospitality, or administrative support, 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 the friendly first voice our callers connect with. You’ll help answer questions, gather key information, and make sure each person gets to the right place for support. Whether you're helping with billing questions, routing calls, or following up on emails and voicemails, your goal is simple: make every interaction smooth, helpful, and positive. You’ll play a key role in keeping things organized behind the scenes while creating a great experience for both customers and co-workers.

Here’s a snapshot of what you’d be doing:

• Serve as the first point of contact for internal and external callers, delivering a welcoming and helpful experience every time.

• Answer general questions related to personal lines insurance and gather basic information, while following guidelines around unlicensed activity.

• Route callers to the appropriate licensed agents when needed, ensuring a smooth handoff.

• Review and complete unlicensed notifications within 24 hours to keep processes moving.

• Respond to emails, voicemails, and incoming mail within 24 hours to maintain timely communication.

• Monitor renewal activity, support agents with marketing efforts, and create follow-up tasks when licensed actions are needed.

• Jump in to support the team and contribute to a positive, collaborative culture.

About You:

• You bring a strong work ethic and take pride in doing your best work every day.

• You’re comfortable juggling multiple tasks and staying organized in a fast-paced environment.

• Providing great customer service comes naturally to you, and you enjoy helping others.

• You communicate clearly and confidently, both over the phone and in writing.

• You handle challenges with patience and professionalism, even in difficult situations.

• You enjoy working with others and contributing to a supportive, team-first environment.

• Previous customer service experience is a plus, but not required.

• You show up consistently and can be counted on to get the job done.

About Us:

We’re all about helping Veterans and military families become homeowners. In two short decades, we closed over 500,000 VA Loans and became the #1 VA lender for homebuyers in the nation. But to us, success isn’t measured in numbers. Our success is measured in living our values every day: Be Passionate and Have Fun, Deliver Results with Integrity and Enhance Lives Every Day. We always strive to provide friendly service to military homebuyers and their families. And we always seek to lift up people and communities across the country.

We’re so glad you’re here checking out this opportunity! If this role gets you excited but you’re worried you don’t check every box – don't sweat it. We’re more interested in what you can bring to the team than a perfect checklist. If you’re passionate, driven, and ready to make a difference, we’d love to hear from you. Come as you are, and together we’ll create something amazing.

Interested? Apply Today!

Learn more about Veterans United 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.