Customer Experience Associate (Experienced)

A Better opportunity:

Beyond producing high quality loans, our goal is to build a product that will ultimately reduce the cost of homeownership in America. With offices in New York, California, Charlotte, and Gurgaon, we are rapidly growing in order to deliver a delightful borrower experience through a combination of technology and people. At better.com, you will have a unique opportunity to join a fast-growing team and you will play a meaningful role in delivering on the Better mission!

From the beginning of our customer’s homeownership journey, our sales team serves as the primary point of contact from the initial application and exploration stage until their loan is locked in. Our sales organization is a diverse team of Customer Experience Associates (entry), Loan Consultant Associates (mid-level), and Loan Consultants (advanced). All roles are equally crucial to the success of the organization.

As a Loan Consultant Associate (LCA), your focus will be in both sales and customer experience. Our LCA's are the first point of contact with the customers once they fill out an application. Their role requires them to serve as a liaison between Better and our customers to determine their needs, qualifications, and recommend the right loan products to help meet their goal. The homeownership journey is not easy, so we expect our LCAs to be empathetic and compassionate to help guide our customers through the process. You will be engaging with potential customers (warm leads) that have an intent to explore with us via phone calls, emails and text messaging. Finally, in this role, there is the opportunity to expand your knowledge not only in the mortgage industry, but also in various sales strategies. Success is when our customers walk away with the best rate, and a wonderful customer experience.

Note: This role may require some weekend availability.

Responsibilities will include:

• Getting on the phone and interacting with interested prospective customers
• Working with our sales teams to build a pipeline of customers
• Educating customers on the process of buying a home and partnering with them to make it happen
• Taking a consultative approach in helping customers overcome issues and achieve their goals
• Providing the best customer experience possible, which in turn will help you convert potential customers to Better customers

About You:

• Desire to help each consumer with the most important financial transaction of their life
• Ability to think critically and problem solve complex scenarios
• Enthusiastic about ensuring a phenomenal consumer experience
• Self-motivated, driven against your own personal goals
• A go-getter, scrappy & creative problem solver
• High degree of personal integrity and work ethic
• Strong written and verbal communication skills