Customer Care Representative & EA (Mortgages)

We are in search of a skilled and highly motivated individual to join our team as a Customer Success Representative/EA, supporting our owner. This role demands a blend of administrative prowess, meticulous attention to detail, and the ability to handle sensitive information discreetly. The ideal candidate will possess outstanding communication and organizational skills, previous experience in a similar capacity, and the resilience to excel in a dynamic, fast-paced environment.

Key Qualities:
- Thorough and Detail-Oriented: Do you approach tasks with thoroughness and attention to detail?
- Results-Driven: Are you motivated by achieving results and enjoy the challenge of reviewing and refining your work?
- Client and Third-Party Communication: Are you comfortable engaging with clients and other third parties in a collaborative environment?

Customer Service Excellence: Do you possess a high level of customer service skills?

Sales Enthusiast: Do you enjoy sales and find fulfillment in connecting with people?

Tech-Savvy: Are you adept at utilizing technology to enhance your work?

Roles and Responsibilities:

Lead Management:
- Proactively engage with new leads generated through various channels, including online inquiries, referrals, and marketing campaigns.
- Conduct thorough needs assessments to understand the unique financial goals and requirements of each lead.
- Accurately input and maintain lead information in the Zoho CRM system, ensuring all details are up-to-date and comprehensive.
- Utilize the CRM to track lead interactions, set follow-up tasks, and schedule appointments for the sales team.

Appointment Booking:
- Initiate contact with leads to understand their availability and preferences for appointments.
- Strategically coordinate with the sales team to ensure efficient scheduling and optimize appointment conversion rates.
- Provide clear and detailed information to leads about the purpose and benefits of the scheduled appointments.



Sales Calls:
- Conduct professional and consultative sales calls to engage leads and understand their mortgage needs.
- Effectively communicate the features and benefits of our mortgage products, addressing any concerns or questions.
- Collaborate with the sales team to tailor solutions that meet the specific requirements of each lead.
- Clearly articulate the value proposition of our mortgage offerings, aiming to convert leads into satisfied customers.

Customer Relationship Building:
- Cultivate strong relationships with customers by actively listening to their needs and providing personalized assistance.
- Demonstrate empathy and understanding to build trust and rapport with potential clients.
- Foster long-term relationships by keeping customers informed and engaged throughout the mortgage application and approval process.

Administrative Tasks:
- Managing manager's calendar by booking calls, following up with potential leads, and annual review appointments for both new leads, and existing clients.
- Be competent in utilizing Calendly.com for all appointment bookings.
- Answer all incoming calls from all clients and direct them to the right team members. (phone etiquette is very important here)
- Advise the management team immediately of any situations or circumstances that require immediate attention/escalation.
- Responsible for Post-Closing Activities (phone calls to check in with clients, sending out Thank you Gifts/Cards, and Soliciting Google Reviews)
- Responsible for Sales Tracking and Reporting
- Responsible for reaching out to clients to schedule Annual Reviews, Solicit Client Referrals, and Mortgage Maturities
- Responsible for Documentation/Folder Management to ensure our files for new lead documents are well organized
- Responsible to ensure New Realtors are on-boarded as per our “Realtor Onboarding Process”
- Responsible for calling 5 realtors per week to check in and introduce yourself in order to solicit new leads - any business generated would contribute to the pre-qualification target


CRM Tasks:
- Responsible for ensuring Zoho CRM is kept up to date with all files in progress, new leads, new clients, closed files, partners etc.
- All CRM-related activities and management will be your responsibility (you need to be an expert at Zoho CRM)
Create SOP and Training Videos on CRM
- Responsible for following up on documents and applications from leads that the manager spoke to. Wait one week after the initial call with the manager before following up, and or follow up after Zoho CRM automation is done.

Other Tasks:
- Other ad-hoc tasks that may be assigned to you by your manager or team members
- You will engage in training and development activities as recommended by your leadership team. This will involve sales training, and scripting and may involve additional operational training/tasks.
- As this is a new role in our organization, one of your mandates will be to create a standard operating procedure with a step-by-step to-do guide for all of your responsibilities. A deadline will be established for this project once you join us

Skills:
- Be detail-oriented with a desire to improve current processes.
- Excellent Communication Skills.
- Polished telephone demeanor; professionalism and courtesy, good judgment, strong people skills and patience.
- Excellent verbal and written communication skills.
- Be reliable, dependable, and punctual.
- Ability to utilize technology for virtual meetings and videos.
- Organizational/Multi-Task Skills - Ability to allocate one's time effectively, work under pressure and manage tight deadlines; ability to handle multiple demands and competing priorities, and adapt to new ideas and constant changes.

Work Day:
Work From Home- Monday to Friday | 9AM to 6PM (EST)