Remote Customer Experience Manager

Summary

Join a dynamic team at Kiavi, one of the nation's largest private lenders to residential real estate investors. As an experienced relationship manager, you will be responsible for delivering a best-in-class customer experience while ensuring Kiavi is the selected partner for customers' current and future projects and needs.

Requirements

• 3 years of sales experience required
• CRM or Salesforce experience
• College degree in Business, Marketing, Finance, or relevant experience
• Passion for Real Estate investing
• Excellent listening, negotiation, and presentation skills
• Set high standards for yourself matched with exceptional interpersonal skills
• Ability to adapt in a dynamic and growing organization
• High empathy and desire to help others
• Experience in formulating and presenting solutions based on customer needs
• Proven ability to manage multiple projects at a time while demonstrating strong attention to detail

Responsibilities

• Proactively build your borrower “book of business” - comprised of passionate real estate investors looking to grow their own businesses
• Operate as “Champion of the Customer” for all borrower needs
• Engage and support your clients’ needs - on their timetables - including occasional weekend and evening coverage
• Advise borrowers throughout the origination experience - particularly as it relates to pricing, valuation, rehab project scope-of-work
• Attend local and regional industry events - including REA meetings and conference
• Delivering a complete loan application file ready for underwriting
• Driving higher repeat business to produce incremental growth to each borrower relationship
• Contribute to projects that improve the business and effectiveness of the team
• Partnering with your customers to qualify for the right mortgage for their situation, obtain required documentation, and guide them through the application process
• Operate as the champion for any and all matters specific to your customers
• Build and maintain strong, long-lasting customer relationships as the result of being a trusted advisor
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Deliver and own communication for material updates (e.g. new state licensing, new product, process changes, credit policy)
• Work cross functionally with the Operations team to help resolve and mitigate any customer or loan issues
• Support and empower to your teammates in order to win as a team

Benefits

• Medical, Dental, and Vision Insurance: Kiavi offers free employee-only coverage for medical, dental, and vision plans. Dependents receive a heavily discounted premium, competitively placed in the 90th percentile for cost
• Health Savings Account (HSA): For those enrolled in a High Deductible Health Plan (HDHP), Kiavi provides an annual employer contribution to HSAs: $500 for individual coverage and $1,000 for dependents
• Disability and Life Insurance: Immediate access to short-term and long-term disability insurance, as well as group life and AD&D insurance, with coverage at 1x annual salary
• Remote Work Policy: Kiavi supports working remotely for day to day activities for most roles and occasionally may ask employees to gather in person for key meetings, trainings, team building etc. For remote workers, Kiavi offers a one-time office setup reimbursement of up to $500 and a monthly $75 stipend for internet and phone expenses
• Flexible Time Off: Employees are empowered to manage their own time off, with no strict limits, as long as it's approved by their manager
• Paid Leaves: Up to 8 weeks of paid leave for medical or caregiver purposes, and 12 weeks of paid maternity/paternity leave. Short-term disability leave is also available for birthing mothers
• 401(k) & Company Match: A 401(k) plan managed by Fidelity, with Kiavi matching 100% of contributions up to 3% of compensation or $4,000 (whichever is less). All employer contributions are immediately vested