Customer Success Representative - Mortgage Specialist

3 days ago

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Lendesk

WebsiteLinkedInAll Job Openings

51 - 200 employees

💸 Finance

💳 Fintech

🤝 B2B

Description

• Manage inbound user calls, chat requests, and billing inquiries, ensuring a high level of customer satisfaction. • Provide daily support to users of various Lendesk products, answering questions, analyzing problems, and delivering solutions to remove customer barriers. • Conduct sales calls, webinars, and demos to present Lendesk products, effectively engaging with clients to drive adoption and satisfaction. • Support customers and the customer success team in reducing the frequency of issues requiring escalation to development teams. • Communicate effectively with end-users, colleagues, and management to resolve issues promptly and maintain satisfaction. • Serve as a mortgage process-trained representative, empowering non-specialist customer success representatives and raising the quality of mortgage-related support. • Maintain detailed records of customer interactions, troubleshooting activities, and solutions, along with any additional actions required by management or development teams. • Stay informed on mortgage industry trends by reading trade publications. • Ensure timely and accurate lender rate and policy updates for Lender Spotlight. • Develop training materials, help documentation, and troubleshooting guides to support both customer success personnel and end-users. • Collaborate with development and product teams to set goals and objectives for product improvements and upgrades and act as the CS representative and as a liaison between product and the Director of CS. • Identify and implement new processes to enhance efficiency, improve customer satisfaction, and reduce costs.

Requirements

• Customer Support/Success experience within a SaaS environment is not required but considered an asset. • Proven experience conducting sales calls, webinars, and product demos, with the ability to engage clients and drive results. • Bachelor’s degree or diploma preferred. • Mortgage industry experience (broker, underwriter, mortgage assistant, or equivalent) required. • Experience with client-facing CRM systems; knowledge of Intercom is an asset. • Bilingual in French and English is an asset but not required. • Excellent verbal and written communication skills.

Benefits

• Competitive salaries • Comprehensive benefit plan including dental, medical and vision • Remote first, work from where you are in Canada • Budget to improve your home office set-up • Flexible work hours • The latest in hardware and software tools • Budget for continuous development and training • Stock purchase program in our parent company (“ NYSE:RKT”)