Better - Specialist - Customer Experience

Better is redefining homeownership and making it simpler, faster and most importantly more accessible for everyone. We leverage technology and expertise to find ways that we can make the homebuying journey more approachable and understandable

ABOUT THE TEAM :

Beyond producing high quality loans and an extreme focus on customer experience, our goal is to build a product that will ultimately reduce the cost of homeownership in America. With offices in New York, Irvine, Oakland, Charlotte and Gurgaon, we are quickly expanding in order to deliver a delightful borrower experience through a combination of technology and people. In joining our team, you will have a unique opportunity to join a fast-growing team and you will play a critical role in delivering on the Better mission.

ABOUT THE ROLE:

We're building a world-class customer service organization - one that combines highly effective processes and systems with a customer experience that people will rave about. We care deeply about our consumers and are dedicated to building a great experience for them.

ABOUT THE ROLE:

The Customer Experience Specialist partners closely with the Sales and Mortgage Operations organizations to handle customer escalations and provide strong customer support.

RESPONSIBILITIES :

- Responsible for handling inbound calls and written communication from customers directly through the lifecycle of a loan, including pre-application, application, lock process, or post lock

- Anticipate, troubleshoot and resolve customer issues and concerns

- Develop and maintain mortgage knowledge, organizational goals, products and services

- File tickets to resolve more complex customer-facing issues

- Conduct proactive reporting pertaining to customer experience like root cause analysis, NPS score analysis and much more

- Collaborate across the Sales and Mortgage Operations organizations to resolve customer inquiries, building lasting,

concierge experience

ABOUT YOU :

- Minimum 1 year of experience in a customer-centric role.

- Excellent communication and problem-solving skills.

- High empathy and customer-centric mindset.

- Ability to troubleshoot and come up with creative resolutions.

Better is an equal opportunity employer. We do not discriminate based on race, color, religion or religious creed, sexual orientation, gender, gender identity, marital status, family or parental status, disability, military or veteranstatus, or any other basis protected by law. All employment decisions at Better are based on a person's merit, business needs, and role requirements.

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