Home Service Concierge Representative

Position Summary:

Responsible for serving as the primary point of contact for the mellohome ("mh") network ecosystem including consumers, real estate agents, real estate brokers, and loan

Depot loan officers. Responsible for monitoring the engagement between all mh parties from the real estate referral process to the final close of escrow, providing feedback as needed, remediating issues and following-up with any outstanding items to help ensure a great consumer experience in shopping for a home. Tracks and notes all communication and interactions with parties. This position ensures the performance of all duties in accordance with the company's policies and procedures, all U.S. state and federal laws and regulations, wherein the company operates.

Responsibilities:

• Plays a Relationship Manager role, becoming the primary communication hub between all the mh participants (consumers, in-network estate agents/brokers, loan

Depot loan officers).

• Acts as the initial point of contact for any questions, concerns or to explain the home buying or selling process between the parties.

• Reminds and enforces in-network SLAs as agreed-upon by real estate agents and brokers.

• Gathers any additional agent or broker information that may assist in home buying or selling process (via the agent/broker application).

• Identifies, assesses, and remediates any issues among all parties. Leads are subject to reassignment at a manager's discretion where issues are not remediated.

• Responsible for "lead nurturing from initial contact to buying/selling through the close of escrow" by receiving qualified purchase and/or selling leads ("consumers") from loan

Depot loan officers and/or other mellohome lead sources, introducing themselves to the consumer to nurture the buying and/or selling process through the close of escrow.

• Establishes themselves as the single point of contact throughout the mh experience, with introductions to other associates as needed. Consumers may be reassigned to another Concierge Specialist at a manager's discretion.

• Identifies the best in-network real estate agents fit for the respective consumer. In the case where an in-network real estate agent cannot be identified, works with the loan officer or Concierge Support and Client Services to identify an alternate.

• Initiates contact with in-network real estate agents to send the consumer leads.

• Provides the introduction between the consumer and the in-network agent as needed.

• Communicates with both the consumer and the in-network agent to gauge participation and satisfaction throughout the process.

• Re-routes consumers to other in-network agents or provides out-of-network agent solutions as necessary

• Responsible for all transaction milestones by tracking initial handoff from Concierge Support; tracking the updating of home search statuses (still searching, no longer interested, purchase contract accepted, etc.), and working with both the consumer and the in-network agent to drive the buying and/or selling process and facilitate the close of escrow to meet target closing dates.

• Gauges customer satisfaction via surveys, emails, phone calls throughout the home purchase process and provides feedback to both the in-network agents and the loan officer.

Requirements:

• Experience in the mortgage industry is preferred.

• Basic math skills; calculate interest and percentages; balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals; locate routine mathematical errors; compute rate, ratio, and percent, including the drafting and interpretation of bar graphs.

• Exceptional verbal, written and interpersonal communication skills.

• Maintains a high level of focus on minor details when describing mh processes to external partners; ability to document notes in a formalized structure

• Intermediate skills in computer terminal and personal computer operation; Microsoft Office applications including but not limited to: Word, Excel, PowerPoint, and Outlook.

• Bachelors Degree preferred, or minimum of one (1)+ years equivalent work experience

Why work for #teamloanDepot:

• Competitive compensation package based on experience & work history.

• Inclusive, diverse, and collaborative culture where people from all backgrounds can thrive.

• Work with other passionate, purposeful, and customer-centric people.

• Comprehensive benefits package including Medical/Dental/Vision.

• Wellness program to support both mental and physical health.

About loan

Depot:

loan

Depot (NYSE: LDI) is a digital commerce company committed to serving its customers throughout the home ownership journey. Since its launch in 2010, loan

Depot has revolutionized the mortgage industry with a digital-first approach that makes it easier, faster, and less stressful to purchase or refinance a home. Today, as the nation's second largest non-bank retail mortgage lender, loan

Depot enables customers to achieve the American dream of homeownership through a broad suite of lending and real estate services that simplify one of life's most complex transactions. With headquarters in Southern California and offices nationwide, loan

Depot is committed to serving the communities in which its team lives and works through a variety of local, regional, and national philanthropic efforts.

Base pay is one part of our total compensation package. The base pay for this role is $17/hr for CA applicants and $14.42 for MI applicants. Additionally, this role works a hybrid schedule. Mon-Thursday is onsite in the office, Friday is work from home.

We are an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.