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Customer Support Specialist

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About Better.com:

We’re one of the fastest growing homeownership companies in America. Why? Because we’re building a better way to get home and our customers love it. By combining smarter technology with an award-winning team of mortgage experts, we’re making homeownership so simple it feels magical.

So far, we’ve:

Helped more than 10,000 families get home
Financed over $2B in loans
Saved families an average of $32,000 in fees over the life of their loans
Grew our geographic coverage to 35 states, up from 15 states from a year ago
And we’re not slowing down. We continue to outpace the rest of the industry at every turn.

Our backers have helped build some of the most transformative tech and finance companies in history. Kleiner Perkins, Goldman Sachs, IA Ventures, Ally Bank, American Express, and others have invested over $85MM in Better and our vision of making homeownership magical.

A Better opportunity:

Our loan consultant team continually questions, innovates and iterates on how to bring best-in-class service to the homebuying journey. As part of the team, you’ll be on the front lines of making every borrower’s home buying experience better, empowering them to make one of the most important financial decisions of their life.

You will be the first point of contact for potential borrowers, learning about their financing needs and educating them on how Better can be part of their home buying journey. Your work will expose you to other critical pieces of a technology company, such as product, engineering, and marketing, giving you many opportunities to share customer insights and ultimately improve Better's core technology and message.This position will require sophisticated interaction with both the software that we’re building and the clients we’re serving.

Responsibilities will include:

Function as the primary driver of personal engagement with prospective borrowers that have completed a 3-minute, digital pre-approval application
Reach out to prospective borrowers via phone, email and text to gain an understanding of their needs and educate them on Better’s value proposition
Prospect and identify potential borrowers to contact
Contribute to the design and delivery of messaging and re-targeting campaigns
Work with Loan Consultants to convert qualified leads to customers
Represent the borrower’s voice in collaborative improvement efforts with ops, tech, product, and marketing
Guide prospective home shoppers through the home buying process and help them finance their dream home

About You:

Enthusiastic about ensuring a great consumer experience
Self-motivated, competitive against your own personal goals Ability to think critically and creatively to solve complex problems
A go-getter, scrappy & creative thinker
High degree of personal integrity and work ethic
Strong written and verbal communication skills
Bachelor’s degree required
Experience working in a start up and/or fast-paced environment

Things we value:

Curiosity. Why? How? Repeat.
Nerdiness. Financial news and trends are fascinating. Seriously.
Relentlessness. No one here gives up. We try. We fail. We try again.
Passion. If you don’t get excited about homeownership, mortgages, and real estate, it simply won’t work.
Smarts: book and street. We have to use all the tools at our disposal to build Better.
Empathy and Compassion. You understand that people's biggest dreams are in your hands.
Communication. Can you ask for help or put your hand up when you don’t understand?
Building. Doing. Making. Yes, we have to do a lot of thinking and talking to figure this stuff out, but you can’t wait to leave the conversation and build it.
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