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United Shore Financial Services - Customer Service Department of the Year


Gold Stevie Award Winner 2019, Click to Enter The 2020 Stevie® Awards for Sales & Customer Service

Company: United Shore Financial Services
Company Description: United Shore Financial Services, headquartered in Troy, Michigan, is one of the largest and fastest-growing independent mortgage lenders in the country. Founded in 1986, United Shore employs over 1,400 team members and provides industry-leading client service, innovative technology, and a unique, energetic and work culture built on a foundation of fun and friendship.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - Financial Services - 100 or More Employees

Nomination Title: United Shore Financial Services

Tell the story about what this nominated department achieved since the beginning of July 2017 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

As many mortgage lenders have experienced declines in loan volume due to rising interest rates, United Shore, the parent company of United Wholesale Mortgage, continued its rapid growth in 2018, becoming the No. 2 purchase lender in America. Delivering elite client service, internally and externally, is a top priority at United Shore.

Following another record-setting year in production, United Shore had an even stronger performance in 2018, increasing loan volume by 25%, from $30 billion to over $40 billion. Since July 2018, United Shore has improved processes, shortened service level agreement times, and become more efficient in resolving issues, while creating more self-service for our clients.

United Shore also moved into a new headquarters last summer and the open layout has created a more transparent work environment, leading to an increase in how team members support each other and ‘wow’ our clients.

United Shore’s client service team:

-Generated an external Net Promoter Score of +86 (measured on a scale of -100 to +100), which broke the company record and ranks among the highest in the nation. That puts United Shore’s external NPS score in the company of big brand names like Google and Disney.

-Expanded our No Call Left Behind initiative company-wide, ensuring that clients are never sent to voicemail when they call us. Our Welcome Associates answered 1,581,408 phone calls in 2018 alone.

-Launched a unique Client Conciergeteam focused on delivering white glove service that makes the client experience seamless. This team handles questions involving every step of the loan process and makes sure calls are routed quickly.

-Created a “Broker Brilliant Ideas” platform, allowing clients to submit ideas on technology, sales, marketing.

-Introduced various technologies to make our client experience faster and smoother, notably “UClose 2.0,” which gives our brokers total control over the closing process.

-Became the first mortgage lender in America to offer a virtual e-closing experience, giving borrowers the convenience to close a loan from anywhere with Wi-Fi access.

-Made health insurance available and affordable for our network of mortgage brokers by partnering with a leading health insurance broker.

-Instituted call calibrations with members of executive leadership. Once a quarter, our CEO, COO, and other senior leaders meet and listen to client calls to ensure that we are aligned in our client service execution from the top down.

-26,323: The number of times team members were empowered to proactively do something great to help our clients through our AE Menu and Make It Right Program. The AE Menu gives our sales team tools to build and strengthen relationships with our clients. The Make It Right program gives team members the ability to troubleshoot on the spot.

-Celebrated 7,348 life events with our clients through our Magic Makers program, sending something unique as a personal touch.

-82,983: the number of unique kudos that were given to team members from team members through our company’s intranet site. Having the ability to shout each other out encourages people to go above and beyond for their clients, both internal and external, serving as an example for us to get better.

-Scored 49,192 calls and held 5,967 coaching sessions in 2018. Call coaching and scoring helps our team members raise their abilities and improves the client experience.

-Added an on-staff masseuse who provides award massages to recognize outstanding service by team members.

Even though we don’t interact face-to-face with our clients, we truly care about them and do unique things to show it. We think differently than most mortgage lenders in that we value relationships over transactions. It’s that type of mentality that has propelled us to become the No. 1 non-bank purchase lender in the country and will help us continue to be the industry leader in client service.