Customer Experience Representative - Mortgage/Real Estate

UpEquity; Austin (TX); On-site; USD 52,000 - 72,000; Full time

Benefits offered by this job

PTO & Sick Time

11 holidays

Growth opportunities

Snacks and drinks

Job summary

UpEquity invites you to join as a Customer Experience Representative, shaping the home buying journey for clients and internal teams. You will educate realtors and buyers, coordinate underwriting steps, and ensure timely submissions and closings while delivering exceptional service.

The role emphasizes relationship-building with clients, realtors, and lenders, managing high-volume communications, and thriving in a startup culture with strong benefits and growth opportunities.

Qualifications

• Genuine enthusiasm for providing exceptional service in a customer facing role.
• Proven ability to prioritize client needs and build lasting relationships in a timely manner.
• Adjusts quickly to changing priorities and high-volume files.

Responsibilities

• Educate realtors and buyers on the value of UpEquity and its products.
• Guide the underwriting process and communicate regularly with clients, realtors and lenders.
• Ensure loan application conditions are met and gather information for underwriting as needed.
• Cultivate and nurture strong relationships with clients, realtors and lenders.
• Bridge communication with external customers and internal teams for efficient issue resolution.
• Manage inbound/outbound calls and emails to keep clients informed through the home buying process.
• Thrive in a small team environment with a culture of support and excellence.

Skills

Customer service

Relationship building

Prioritization

Communication

Job description

Customer Experience Representative

Are you a seasoned professional with an unwavering passion for driving business growth and delivering unparalleled customer experience? UpEquity invites you to join our dynamic team as a Customer Experience Representative, where you will lead the charge in transforming the home buying process for our clients and internal service teams!

About UpEquity: At UpEquity, we are pioneers in the real estate industry, dedicated to empowering individuals and businesses with innovative solutions that make home buying and selling more achievable for everyone. Our culture is rooted in collaboration, innovation, and a relentless commitment to making a meaningful impact. As a Customer Experience Representative, you will be at the center of our mission (simplify the homebuying experience) to reshape the industry.

Role and Responsibilities

As a Customer Experience Representative at UpEquity, you will be a pivotal player to ensure clients and their realtors/lenders get from the initial agreement signed to their new home purchase efficiently and with a high degree of satisfaction.

As a Customer Experience Representative, your responsibilities will include, but are not limited to

• Educate realtors and buyers on the value of UpEquity and its products.
• Guide the underwriting process and communicate regularly with clients, realtors and lenders. Strive to meet or exceed all deadlines for submissions, underwriting and closings.
• Ensure loan application conditions are met and collect additional information for underwriting as needed.
• Cultivate and nurture strong relationships with clients, realtors and lenders
• Bridge communication with all external customers and internal service teams for efficient issue resolution while delivering exceptional service to all parties
• Manage inbound/outbound calls as well as emails to ensure clients, realtors and lenders are well informed throughout the home buying process
• Thrive in a small team environment, contributing to a culture of support and excellence

Qualifications

• Genuine enthusiasm for providing exceptional service in a customer facing role
• Proven ability to prioritize client needs and build lasting relationships in a timely manner
• Adjusts quickly to changing priorities and conditions. Comfortable working high volume files, and copes effectively with complexity and change.
• Preferred 2+ years experience in lending as a processor, title, or transaction management.
• At least 2+ years in client service or client facing roles
• Believes: I am accountable to the final degree of whatever I sign up for. Not just “doing my job” but finding a way to be successful, whatever it takes. Finds a way, or makes one.
• Startup experience a plus
• Spanish language proficiency preferred

Being a competitive startup organization, we care a lot about our employees and want to take care of them the best we can. Not only does your hard work pay off monetarily but we offer great benefits, perks and incentives to make sure your efforts are recognized.

We offer

• Competitive compensation and benefits
• PTO & Sick Time + 11 holidays to enjoy work/life balance
• Opportunities for growth and continuous development
• An exciting and positive work environment - we have snacks and drinks for you daily!

Important Details

• You must reside in Austin
• You must be willing to work in the office (Downtown Austin)

For information on UpEquity, including more information on employee benefits and our company culture, visit our website at www.upequity.com.

UpEquity is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.