Borrower Success Manager

Archwest; United States; Hybrid; USD 50,000 - 65,000; Full time

Job summary

Archwest is seeking a Borrower Success Manager to own the borrower relationship after first close, driving repeat origination and cross-sell across RTL/bridge and GUC products. You will re-engage borrowers proactively, collaborate with Operations and Underwriting, and serve as the primary contact for post-close activity.

Ideal candidates have 2–4 years in private lending or related fields, with a bachelor’s degree and strong communication skills.

Qualifications

• 2–4 years in private lending, mortgage origination, account management, or customer success in financial services.
• Exposure to construction management or draw processes strongly preferred given our GUC-heavy book.
• Prior experience managing a defined book of accounts with retention or expansion targets preferred.
• Bachelor’s degree or equivalent work experience.

Responsibilities

• Own a defined book of borrowers post-first-close and drive repeat origination and cross-sell.
• Execute a structured handoff from the originating Loan Officer ensuring a seamless transition.
• Track borrower project timelines and re-engage as projects near completion.
• Drive retention across the managed book and run reactivation outreach for dormant borrowers.
• Coordinate with Operations on GUC draws, inspections, and project status.
• Route deals for exception review and provide market feedback to Marketing.

Skills

Relationship management

Communication skills

Time management

CRM (Salesforce)

Credit awareness

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Job description

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The Borrower Success Manager (BSM) owns the borrower relationship after the first close, driving repeat origination, cross-sell, and retention across a defined book of borrowers. This is a new post-sales function created to close Archwest’s repeat-rate gap versus best-in-class competitors. The BSM takes over the relationship from the originating Loan Officer via a structured handoff, proactively re-engages borrowers as projects near completion, and serves as the borrower’s single commercial point of contact for all post-close activity. This position partners closely with Operations, Processing, and Underwriting and reports to sales leadership.

Essential Functions

• Book Ownership & Repeat Origination: Own a defined book of borrowers post-first-close and drive repeat origination and cross-sell across RTL/bridge and ground-up construction (GUC) products. Serve as the borrower’s single commercial point of contact for all post-close activity.
• Structured Handoff & Onboarding: Execute a structured handoff from the originating Loan Officer — ingesting borrower history, active project pipeline, communication preferences, and credit profile to ensure a seamless transition with no loss of momentum.
• Proactive Re-Engagement: Track borrower project timelines and proactively re-engage as projects near completion — anticipating the next deal rather than waiting for inbound requests. Identify and act on cross-sell triggers across the product set.
• Retention & Reactivation: Drive retention across the managed book and run reactivation outreach for dormant borrowers (6–12 months inactive), returning them to an active pipeline.
• Operational Coordination: Coordinate with Operations on active GUC draws, inspections, and project status; flag pre-approval candidates to Underwriting for expedited repeat processing with a 24–48 hour close target.
• Deal Routing & Market Feedback: Route new product requests or deals outside the credit box back to the originating Loan Officer or Associate Loan Officer for exception review. Provide borrower feedback to Marketing on product gaps, competitive losses, and market intelligence.
• Ground-up construction (GUC) fluency — familiarity with construction timelines, draw schedules, and project milestones is the most important qualification for this role.
• Relationship management orientation — proactive, organized, and borrower-first mindset.
• Comfort using technology to manage a borrower book at scale — including CRM-based account tracking (Salesforce), AI-driven alerts for project milestones and re-engagement triggers, and portal-based borrower communication tools.
• Strong communication skills; ability to serve as a single point of contact across operational and commercial matters.
• Results-oriented with a focus on repeat volume, cross-sell, and retention outcomes.
• Credit awareness — comfort discussing deal structure, pricing, and product fit with borrowers is a plus, not a prerequisite.
• Strong attention to detail with effective organizational and time management skills.
• Ability to thrive in a fast-paced, high-growth environment and manage through change.
• Comfort operating in a hybrid office environment.

Education and Experience

• 2–4 years in private lending, mortgage origination, account management, or customer success in financial services.
• Exposure to construction management or draw processes strongly preferred given our GUC-heavy book.
• Prior experience managing a defined book of accounts with retention or expansion targets preferred.
• Bachelor’s degree or equivalent work experience.

Salary range for this position is $50,000 - $65,000 plus Bonus

Accessibility

At Archwest, we will provide reasonable accommodations to enable individuals with disabilities to perform essential functions. Please let us know by contacting us at [e-mail].