Client Services Representative handling inquiries in mortgage services. Focused on phone and email communication with strong emphasis on customer service skills.
About the role
- Account Manager at a fintech startup managing multifamily client relationships. Building trust with property operators and delivering increased rental opportunities while handling ongoing client engagements.
Responsibilities
- Proactively manage and grow your existing book of business, moving partners from Pilot to High-Growth to Stabilized partnerships.
- Uncover new and additional product opportunities by taking a consultative approach to investigating a company's needs and goals.
- Identify and set up cross-sell and upsell opportunities into new product lines to expand account value.
- Present and interpret performance data for clients, leading quarterly business reviews and providing insights as needed.
- Drive profitable applicant referrals by clearly communicating underwriting guidelines and coverage levels.
- Forecast against quarterly goals and OKRs by closely monitoring account metrics and performance trends.
- Track conversion rates and program adoption to identify trends by program, market, and portfolio.
- Partner with AEs to translate corporate-level program sales into executable rollout plans.
- Maintain accurate, timely records of all activity in HubSpot.
- Travel regularly (approx. one week per month) to meet with current partners.
Requirements
- 3+ years of experience in the multifamily real estate industry with strong market knowledge
- Existing network of industry relationships across ownership, management, and investment firms
- Strong listening skills with the ability to translate client needs into product opportunities
- Proven relationship manager with a track record of building trust with property operators and C-level decision makers
- Skilled negotiator, balancing client needs with organizational goals to secure profitable agreements
- Highly organized, detail-oriented, and disciplined in CRM usage
- Comfortable in a start-up environment with frequent program changes, and able to clearly communicate evolving value to clients.
Benefits
- Medical, dental, & vision insurance, beginning day one
- Health savings account with employer contribution
- Generous PTO and paid holidays
- Flexible working hours
- 401(k)
- Paid parental leave
- Company sponsored short and long term disability
- Flexible spending accounts (healthcare, dependent care, commuter)
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