Customer Experience Manager

Job Description

Customer Experience Manager

Kiavi, formerly known as LendingHome, is one of the largest lenders to real estate investors in the United States. With Kiavi’s technology platform and innovative financing solutions, real estate investors are empowered to make informed decisions, close deals faster, and realize the full potential of their real estate investment strategies.

The Team

Founded in 2013, Kiavi is committed to helping customers revitalize approximately $25 trillion worth of aged U.S. housing stock and provide move-in ready homes and rental housing for millions of Americans across the country. We have funded $7.8 billion dollars worth of loans across about 35,000+ projects, becoming one of the nation's largest bridge loan lenders.

Combining our technology and industry expertise, Kiavi has grown to a team of over 400 and has won many awards over the years including Forbes Fintech 50, Finovate Awards: Best Digital Mortgage Platform, Fast Company’s Most Innovative Companies, and many more .

Loans funded: More than $7.8 billion

Geography: Lends in 27 states plus Washington, D.C., which account for more than 80% of the nation’s real estate market

Homes financed: About 35,000

Principal and interest returned to investors: More than $5.18 billion

Employees: Over 400 employees

This position can be based anywhere in the United States—remote or in-office. Our hybrid distributed workforce philosophy allows us to find the best talent in the country and build diverse teams, while allowing our colleagues to work from the location that works best for them. For those who prefer to work in-office, we have locations in San Francisco and Pittsburgh. We also plan to use these spaces to bring together teammates to drive creativity and innovation.

The Role

The Kiavi Customer Experience organization is rooted in three core principles ; Doing the Right Thing, Commitment to Excellence and Winning as a Team. Each teammate centers their work around trying to make a difference in the lives of each and every customer daily - through helping them successfully secure financing and grow their business. Kiavi is seeking an experienced relationship manager who thrives in serving customers to maximize their potential. This person should thrive in chaos, Successful candidates should possess the ability to organize competing priorities and tasks, be a self starter, result-oriented, and when in doubt always do right by the customer. You will be responsible for delivering a best-in-class customer experience while ensuring Kiavi is the selected partner for customer's current and future projects and needs. Through our commitment to service and best-in-class technology, you will be responsible for acquiring, retaining and growing your customers’ business with Kiavi and demonstrating why Kiavi is the best partner to serve their mortgage needs.

Responsibilities

• Proactively build your borrower “book of business” - comprised of passionate real estate investors looking to grow their own businesses
• Operate as “Champion of the Customer” for all borrower needs
• Engage and support your clients’ needs - on their timetables - including occasional weekend and evening coverage
• Advise borrowers throughout the origination experience - particularly as it relates to pricing, valuation, rehab project scope-of-work
• Attend local and regional industry events - including REA meetings and conference
• Delivering a complete loan application file ready for underwriting
• Driving higher repeat business to produce incremental growth to each borrower relationship
• Contribute to projects that improve the business and effectiveness of the team
• Partnering with your customers to qualify for the right mortgage for their situation, obtain required documentation, and guide them through the application process
• Operate as the champion for any and all matters specific to your customers
• Build and maintain strong, long-lasting customer relationships as the result of being a trusted advisor
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Deliver and own communication for material Kiavi updates (e.g. new state licensing, new product, process changes, credit policy)
• Work cross functionally with the Kiavi Operations team to help resolve and mitigate any customer or loan issues
• Support and empower to your teammates in order to win as a team

Qualifications

• 3 years of sales experience required
• CRM or Salesforce experience
• College degree in Business, Marketing, Finance, or relevant experience
• Passion for Real Estate investing
• Excellent listening, negotiation, and presentation skills
• Set high standards for yourself matched with exceptional interpersonal skills
• Ability to adapt in a dynamic and growing organization
• High empathy and desire to help others
• Experience in formulating and presenting solutions based on customer needs
• Proven ability to manage multiple projects at a time while demonstrating strong attention to detail
• Bilingual in English/Spanish (preferred)

Benefits and Perks

• Product Ownership : All employees think like an owner because all employees own equity in the company and play a critical role in making our business great.
• Health Insurance : Our medical, dental, and vision plans are completely free for employee-only coverage, and the company pays 80% of the total premium for dependents.
• Whole-Person Wellness : Anyone can schedule no-cost unlimited virtual therapy sessions, use a monthly subsidy for fitness facilities, and access reimbursements for fertility services.
• Retirement Savings . Employees who participate in our “no fee” 401(k) receive an immediately-vested
• employer match on 100% of contributions up to 3% of compensation.
• Career Growth : We foster an environment that encourages opportunities to use your voice, do better for our customers and each other, and support your career journey.
• Flexible Time Off : With no cap on the number of days of PTO each year, employees are encouraged to enjoy a well-rounded lifestyle with work, travel, and family.
• Paid Leaves : You’re immediately eligible for up to 12 weeks of paid leave each year to bond with a new child (mothers & fathers) and up to 8 weeks for medical or caregiver leave so you come back ready to deliver high-impact results.
• Remote-First : We win together while still being fully remote, and each employee receives a stipend for
• their home office setup and a monthly allowance to help with the cost of internet/phone.

Kiavi in the News:

Forbes: The Future Of Real Estate: Fintech 50 2019 and Real Estate on a Threshold of a “Moneyball” Moment

HousingWire: 2019 HW Tech100 Winner: LendingHome

Pittsburgh Business Times: Voted a “ 2019 Best Places to Work ” and won first runner-up in large company category

Mortgage Professional America: LendingHome surpasses $5 billion in loans in five years

Pittsburgh Business Times: San Francisco fintech aggressively expands, looks to hire in Pittsburgh

Curbed: How Wall Street, Silicon Valley Institutionalized Home Flipping