Director, Homeowner Support

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November 20

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Unlock Technologies

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Finance • Real Estate • Fintech

Unlock Technologies is a company that specializes in helping homeowners access their home equity through home equity agreements (HEAs) rather than traditional loans or mortgages. Unlike traditional home equity loans, Unlock's solution does not involve monthly payments or interest charges. With funding between $30,000 and $500,000, homeowners can use these funds for various purposes such as debt reduction, home remodeling, or small business funding. Unlock Technologies aims to offer financial solutions that help families solve financial challenges and improve their financial well-being. They are licensed as a Real Estate Broker in various states and emphasize offering a unique approach to tapping into home equity without traditional financial pitfalls.

51 - 200 employees

💸 Finance

🏠 Real Estate

💳 Fintech

📋 Description

• Develop and implement scalable processes for customer intake, triage, and referral. • Establish and consistently monitor KPIs and service standards to ensure consistent, high-quality support. • Oversee all inbound homeowner communications, including phone, email, and chat. • Ensure the team accurately identifies customer needs and directs them to the correct internal department (e.g., servicing, sales, or online user experience). • Partner cross-functionally with Sales, Servicing, Product, and Legal teams to streamline customer handoffs and feedback loops. • Advocate for homeowner needs and insights in internal strategy discussions. • Implement a ticketing system and support tools to track customer interactions and measure team outcomes. • Monitor, report, and systematize workflows, based on data, to improve operational efficiency. • Perform all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards. • Hire, coach, develop and manage the performance of all team members. Ensure that Unlock values are adhered to and consistently demonstrated. Effectively manage budget and resources.

🎯 Requirements

• 7+ years of experience in customer support or client services in financial services or real estate. • Knowledge of home equity investment products or mortgage related services. • Bachelor’s degree in business, Communications, Real Estate, or related field preferred. • Experience with HubSpot, Salesforce, or Zendesk, plus internal ticketing systems and customer support tools. • PC skills include working knowledge of the Microsoft environment and the ability to access, manipulate, organize, and relay information in a meaningful way. • Excellent communication and relationship-building skills to effectively partner with leaders across multiple functions. • Ability to work in a high-growth, dynamic environment.

🏖️ Benefits

• Dynamic and inclusive work environment that fosters innovation and growth • Competitive compensation package • Ongoing professional development and career advancement opportunities • Flexible work arrangements and a strong emphasis on work-life balance