Customer Experience Associate (Experienced)

| Orange County
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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. 

  • Right now we’re funding over $3 billion in home loans per month
  • We’ve funded over $35 billion in loans and $3.5 billion in insurance 
  • We ranked #1 in the U.S. on LinkedIn's Top Startups 2020
  • We ranked #11 on Fortune’s Best Places to Work in Financial Services 2020
  • Our Founder and CEO was named in Comparably's Top 25 CEOs for Diversity
  • We were listed to Forbes’ FinTech 50 2020
  • And #15 on the 2020 CNBC Disruptor 50 
  • We’ve secured over $254 million from our investors to date 

Our company is made up of driven, passionate people who bring their unique backgrounds and perspectives to everything we do and we are committed to fostering diversity, multiculturalism, and inclusion. We see the perspectives that each person brings and a diverse workforce as essential for individual and collective success. We believe it’s important to foster a company culture that encourages curiosity and passion—from employee resource groups and learning opportunities to team outings and community outreach.

A Better opportunity:

Beyond producing high quality loans, our goal is to build a product that will ultimately reduce the cost of homeownership in America. With offices in New York, California, Charlotte, and Gurgaon, we are rapidly growing in order to deliver a delightful borrower experience through a combination of technology and people. At better.com, you will have a unique opportunity to join a fast-growing team and you will play a meaningful role in delivering on the Better mission!

From the beginning of our customer’s homeownership journey, our sales team serves as the primary point of contact from the initial application and exploration stage until their loan is locked in. Our sales organization is a diverse team of Customer Experience Associates (entry), Loan Consultant Associates (mid-level), and Loan Consultants (advanced). All roles are equally crucial to the success of the organization.

As a Loan Consultant Associate (LCA), your focus will be in both sales and customer experience. Our LCA's are the first point of contact with the customers once they fill out an application. Their role requires them to serve as a liaison between Better and our customers to determine their needs, qualifications, and recommend the right loan products to help meet their goal. The homeownership journey is not easy, so we expect our LCAs to be empathetic and compassionate to help guide our customers through the process. You will be engaging with potential customers (warm leads) that have an intent to explore with us via phone calls, emails and text messaging. Finally, in this role, there is the opportunity to expand your knowledge not only in the mortgage industry, but also in various sales strategies. Success is when our customers walk away with the best rate, and a wonderful customer experience.

Note: This role may require some weekend availability.

Responsibilities will include:
  • Getting on the phone and interacting with interested prospective customers
  • Working with our sales teams to build a pipeline of customers
  • Educating customers on the process of buying a home and partnering with them to make it happen
  • Taking a consultative approach in helping customers overcome issues and achieve their goals
  • Providing the best customer experience possible, which in turn will help you convert potential customers to Better customers
About You:
  • Desire to help each consumer with the most important financial transaction of their life
  • Ability to think critically and problem solve complex scenarios
  • Enthusiastic about ensuring a phenomenal consumer experience
  • Self-motivated, driven against your own personal goals
  • A go-getter, scrappy & creative problem solver
  • High degree of personal integrity and work ethic
  • Strong written and verbal communication skills

The Better mission is rooted in values that drive us.

  • We do what’s in the best interest of the consumer, not ourselves
  • We have growth mindsets, not fixed ones
  • We believe that success lies in execution, not credentials
  • We act like owners, not just employees
  • We work to find answers on our own, not wait for them to be given to us 
  • We optimize for mission, not ego

Our mission speaks for itself—we continue to outpace the industry at every turn. We’ve recently joined forces in partnership with Ally Bank, and our backers have helped build some of the most transformative tech and finance companies in history. Kleiner Perkins, Goldman Sachs, American Express, Citigroup, Activant Capital, Ally Bank, and others have invested in our vision for what homeownership can be.

Better Benefits & Compensation

Better.com is committed to paying NYC HQ salary bands, for all employees, regardless of where they are located and does not adjust salaries based on cost of living location. Our total rewards package consists of base salary, yearly cash bonus, equity and benefits. Additional employment-related benefits include:

  • A $500 stipend to set up the WFH office of your dreams
  • Comprehensive healthcare, retirement, and voluntary benefits—including medical, dental, vision, savings accounts, 401k, and more
  • Personalized care and tools for realizing your mental health and wellness goals
  • Robust holistic wellbeing offerings where you can experience unlimited access to virtual fitness, meditation, yoga, cooking classes, homeschooling preparedness, physical therapy, and more
  • Unlimited time off (with manager approval)
  • 12 weeks of paid parental leave after only 90 days of employment, and 20 weeks after 24 months of service
  • Inclusive fertility benefits for you or your eligible dependents, regardless of participation in a Better medical plan

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

Depending on your location, the California Consumer Privacy Act or other laws may regulate the way we manage the data of job applicants. For further information on how we collect data of job applicants, please click here. By submitting your application, you are agreeing to our use and processing of your data as required.

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Location

5 Park Plaza, Irvine, CA 92662

An Insider's view of Better.com

How would you describe the company’s work-life balance?

The work life balance here at better is great! My schedule is always consistent and my management team is very flexible when time off is needed. Having unlimited paid time off is very helpful when you need a personal day, time off for a holiday or just need some time for vacation.

Jessica Mendez

Processing Expert

What does your typical day look like?

As a Loan Consultant Associate, I communicate with borrowers daily to guide them through the biggest transaction of their lives- their mortgage transaction! This includes going over their application, rate options, and ensuring they’re familiar with the Better process. I ensure that all my borrowers feel taken care of and at ease with the process.

Mak Bonakdar

Loan Consultant Associate

What makes someone successful on your team?

Borrower-Centric Mindset! Closers need to be able to connect with the borrowers and help guide them through the conclusion of this transaction which for most people is one of the largest transactions of their lives.
Creative Problem Solvers- Closers need to think outside the box to solve issues and get the file closed.

Derek Steel-Waas

Closing Expert Manager

What’s the vibe like in the office?

Our office vibe is really warm and inviting. We have lunch together, do happy hours in the office, and celebrate birthdays!
Our open office space allows for a lot of interdepartmental collaboration and everyone is always willing to help each other out. I feel lucky to say that I can truly call my coworkers my work family!

Anna Anthony

Client Success Manager

What are Better.com Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
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