Tereze Gegaj, Vice president - client service, United Wholesale Mortgage
As vice president of client service at United Wholesale Mortgage [UWM], Tereze Gegaj is responsible for leading service initiatives that have won the company Stevie Awards for Client Service Department of the Year for two years in a row. Over the last two years, United Wholesale’s net promoter scores from clients have significantly increased – to 81% as of May 2017 – and are now comparable to those of companies ranking in the top five nationwide in terms of service score and loyalty.
Gegaj joined UWM in late 2012 as an account executive and quickly became a top producer and leader for the sales floor. She has created a team of call scorers, coaches and client service trainers to support the operations team in maintaining elite service. She is also responsible for developing a client outreach team that equips them for on-the-spot troubleshooting, and for implementing a client service ambassador program that offers peer coaching, accountability and development.
Gegaj is proud to be among the women who make up 56% of UWM’s senior leadership team, explaining that it’s about more than just fulfilling the gender number – it’s “about the quality, passion and the impact someone makes. It is definitely empowering to see women in the industry shining, bringing game-changing ideas to the table and making those ideas a reality in the mortgage world.”