Agent Services, Senior Analyst (REMOTE from South Africa)

eXp South Africa; Cape Town; Remote; ZAR 50,000 - 200,000; Full time

Job summary

A leading real estate company is seeking an Agent Services, Senior Analyst to join their fully remote team in South Africa. This role involves managing agent lifecycle processes, ensuring compliance, and delivering exceptional support throughout the agent experience. The ideal candidate will possess strong communication skills, a customer-service mindset, and experience in administrative roles.

Benefits

Monthly technology allowance via payroll

Company supplied equipment; laptop, monitor, headset

Fully remote environment

Amazing company culture

Qualifications

• 2-3+ years of related experience.
• Real estate license preferred.
• Some experience with debt collections or finance principles is an asset.

Responsibilities

• Receive, process, and track change requests for agents.
• Draft and issue official termination letters.
• Track and manage offboarded agents with outstanding fees.

Skills

Interpersonal skills

Communication skills

Customer service mindset

Organizational skills

Education

Advanced degree or equivalent work experience

Tools

CRM systems

Job description

We are one of the first all-remote companies with 2,000+ team members utilizing our virtual office called eXp world. This role is work-from-anywhere in South Africa.

Location: Fully remote from South Africa.

Who is eXp?

Doing the audacious is part of eXp Realty’s DNA. We are a company that rewards creative minds who can offer bold solutions, where opinions matter, anything is possible and the outcome can be revolutionary. As a global full-service real estate brokerage utilizing a 3-D, fully immersive, cloud office environment, offering 24/7 access to collaborative tools & training, eXp has broken the traditional mold of real estate. We are doing big things.

Come join us at eXp Realty – an 8x Glassdoor Best Places to Work organization!

What you will do:

The Agent Services, Senior Analyst is a proactive, highly organized, and detail-oriented professional who thrives in a dynamic, fast-paced virtual environment. This role requires strong interpersonal and communication skills, a customer-service mindset, and the ability to manage sensitive matters with discretion and integrity. The ideal candidate is comfortable navigating complex administrative processes, collaborating across global teams, and working independently to meet deadlines and objectives. A self-starter with a passion for operational excellence, the Senior Analyst will play a key role in driving efficiencies, ensuring compliance, and delivering exceptional support throughout the agent lifecycle—from onboarding changes to offboarding and debt recovery.

What you will do:

Agent Services Responsibilities:

Receive, process, follow up on, and complete requests for changes to email addresses, names as marketed, sponsorship, team format, and other changes
Track change requests, ensuring all are responded to and addressed within the expected timeframe
Support brokerage operations colleagues as needed to keep all systems green
Attend all meetings and events for the team, department, and company
Partner with members of the agent services and agent operations team to drive process improvements, streamline processes, and establish best practices for agent services within the countryCollaborate with global colleagues to share best practices and educate on the country's processes
Always act with the utmost integrity and a customer service mindset

Agent Offboarding & Termination Compliance Responsibilities:

Draft and issue official termination letters to agents, including reasons for termination
Notify and coordinate with the onboarding team to ensure agents are fully offboarded in systems and records
Maintain organized records of terminations and communications for audit and compliance purposes

Debt Recovery Responsibilities:

Track and manage all offboarded agents who have outstanding fees
Prepare and send relevant details to the debt collection agency to initiate recovery efforts
Respond to agent or ex-agent queries regarding fees, termination, or debt

How you will grab our attention:

2 - 3+ years of related experience; or an advanced degree without experience; or equivalent work experience
Real estate license preferred, where applicable
Strong people skills
Previous real estate or brokerage experience preferred
Some experience with debt collections or finance principles is an asset
Experience with CRM or agent management systems preferred
Background in customer service or operations support roles
Familiarity with compliance, audit, or regulatory processes
Experience working in remote or distributed team environments
Comfort with documenting workflows and using various tools.

What eXp provides:

Monthly technology allowance via payroll
Company supplied equipment; laptop, monitor, headset
Fully remote environment
Amazing company culture

Competencies:

Developing professional expertise; applies company policies and procedures to resolve a variety of issues
Works on problems of moderate scope where analysis of situations or data requires a review of various factors
Exercises judgment within defined procedures and practices
Builds productive internal/external working relationships
Normally receives general instructions on routine work and detailed instructions on new projects

EEO Statement:

We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, eXp is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, state or local law.