About the Role
You will be the primary point of contact for Loan Officers, Executives, and their teams, delivering personalized concierge level support from onboarding through ongoing use. You will build and maintain strong B2B relationships through proactive communication and will guide clients through lending product features and processes, and issue resolution. You will anticipate client needs and provide proactive solutions, troubleshoot and resolve complex inquiries with urgency and accountability, coordinate cross-functionally with internal teams to ensure timely resolutions, maintain detailed records of client interactions and follow-ups, and identify trends in client feedback to drive product improvements.
Requirements
- 5-7+ years of customer support, account management, or client success experience in a B2B environment
- Experience in mortgage, lending, fintech, or financial services strongly preferred
- Strong understanding of Loan Officer workflows and administrative support structures
- Exceptional communication skills (written and verbal) with a polished, professional tone
- Proven ability to manage multiple priorities while maintaining attention to detail
- Problem-solving mindset with a proactive, solutions-oriented approach
Responsibilities
- Serve as the primary point of contact for Loan Officers, Executives, and their teams, delivering personalized concierge level support
- Build and maintain strong B2B relationships through proactive communication
- Guide clients through lending product features, processes, and issue resolution
- Anticipate client needs and provide solutions before issues arise
- Troubleshoot and resolve complex inquiries with urgency and accountability
- Coordinate cross functionally with internal teams to ensure timely resolutions
- Maintain detailed records of client interactions and follow-ups
- Identify trends in client feedback and recommend improvements to products or processes
Benefits
- Comprehensive medical, dental, and vision coverage, with 100% employer-paid premiums for employees and their dependents on select plans
- Company HSA, FSA, Dependent Care FSA, 401(k), and commuter benefits
- Employer-paid life and disability insurance
- 11 observed holidays and PTO plan
- Up to 12 weeks of paid family leave
- Continuing education reimbursement