We are looking for a dynamic Customer Success Associate to join our Asset Management Team in the greater Phoenix area. This role is not just a job but a chance to be part of a company that's reshaping the landscape of home equity and finance.

At Unlock, we empower homeowners by providing flexible and creative financial solutions, notably through our Home Equity Agreements (HEAs). Our approach, distinct from traditional banks or lenders, offers homeowners a novel way to access their equity without additional loans, enabling them to achieve their financial goals.

What You Will Do:

Inbound Customer Inquiry Resolution (80%)

• Research and resolve customer inquiries via phone and email with a focus on mortgage operations and Home Equity Agreements.
• Coordinate with title agents, escrow officers, loan officers, and real estate agents, ensuring compliance with Unlock's guidelines.
• Process and analyze refinance, property sales, and buyout events, preparing accurate payoff demands.

Active Asset Management (10%)

• Monitor homeowner financial health through credit and lien monitoring.
• Engage in intervention campaigns to assist customers in maintaining financial stability.

Systems Development (10%)

• Contribute to the testing and quality control of our CRM tool.
• Recommend improvements and new features to enhance system functionality.

Qualifications:

• Experience in FinTech operations, preferably in mortgage operations, title, escrow, or appraisal.
• Strong oral and written communication skills, with a talent for building rapport and effectively communicating complex financial information.
• High attention to detail and ability to manage high volumes of work.
• Desirable: Experience with Home Equity Agreements or alternatives to traditional mortgages.

Key Success Factors:

• Ability to balance customer needs and investor requirements, providing optimal outcomes.
• A collaborative spirit, both in supporting teammates and in seeking support when necessary.
• A proactive approach to responsibilities, ensuring tasks are completed efficiently and effectively.

What We Offer:

• A role at the heart of a rapidly growing FinTech startup, contributing significantly to our company culture.
• Direct impact on our customers' lives through your work.
• Unparalleled learning opportunities in the Home Equity Agreement sector, working alongside industry pioneers.