As Chief Innovation Officer at United Wholesale Mortgage (UWM), Lee Jelenic gives meticulous attention to UWM’s unmatched client experience, while also being the driving force behind many of UWM’s advocacy efforts. Whether he’s making an impact on Capitol Hill by putting a microscope and megaphone around opportunities that exist to level the playing field for brokers and their borrowers, or ensuring each interaction UWM team members deliver to broker partners exceeds client expectations, Jelenic’s impact scope is truly multi-faceted. Jelenic spearheads multiple teams at UWM including client experience, government affairs and innovation, and he is involved in investor relations, allowing him to provide value across a variety of different channels.
As the head of client experience, Jelenic focuses on ensuring that anyone who interacts with UWM is met with world-class service. His impact on client service can be seen through UWM’s NPS which has progressively improved under his leadership. In 2022 UWM earned an NPS of +87. With Jelenic’s strategic thinking and thoughtful analysis, this score has risen to +89 in 2023, a substantial improvement that indicates his commitment to ensuring elite client service is at the forefront of every client interaction. Jelenic also heads the government affairs team and provides support to the investor relations team. Here, Jelenic’s excellence as a leader is felt through his ability to maintain and proactively cultivate crucial relationships within state and federal legislatures, government agencies, the administration and regulatory offices.
What has been your secret to success?
Understanding that service is everyone’s responsibility and speed solves everything. Speed is key in our industry. Solving issues fast expedites the loan process which helps brokers impress both their realtor partners and borrowers.
Name:
Lee Jelenic
Title:
Chief Innovation Officer
Company Name:
United Wholesale Mortgage
