Customer Experience Manager

Kiavi is one of the nation’s largest private lenders to residential real estate investors (REIs). We harness the power of data & technology to offer our customers a simpler, more reliable, and faster way to access the capital they need to scale their businesses. 

Formerly known as LendingHome, we’re committed to helping REIs revitalize the approximately $25 trillion worth of aged U.S. housing stock to provide move-in ready homes and rental housing for millions of Americans across the country.

Combining our technology and industry expertise, Kiavi has grown to a team of over 400 and has won many awards over the years including Forbes Fintech 50, Finovate Awards, Best Digital Mortgage Platform, Fast Company’s Most Innovative Companies, and many more. 

• Loans Funded: $22 billion in loans funded 
• Homes financed: 71,000+ projects funded for our customers across the country
• Geography: 31 states + D.C. where we lend to REIs so they can revitalize neighborhoods
• Employees: Over 400 employees with competitive benefits and perks

This position can be based remotely in any of our approved hiring regions. Our hybrid distributed workforce philosophy allows us to find the best talent in the country and build diverse teams, while allowing our colleagues to work from the location that works best for them. 

The Role

The Kiavi Customer Experience organization is rooted in three core principles ; Doing the Right Thing, Commitment to Excellence and Winning as a Team.  Each teammate centers their work around trying to make a difference in the lives of each and every customer daily - through helping them successfully secure financing and grow their business. Kiavi is seeking an experienced relationship manager who thrives in serving customers to maximize their potential. This person should thrive in chaos, Successful candidates should possess the ability to organize competing priorities and tasks, be a self starter, result-oriented, and when in doubt always do right by the customer. You will be responsible for delivering a best-in-class customer experience while ensuring Kiavi is the selected partner for customer's current and future projects and needs. Through our commitment to service and best-in-class technology, you will be responsible for acquiring, retaining and growing your customers’ business with Kiavi and demonstrating why Kiavi is the best partner to serve their mortgage needs.

Responsibilities

• Proactively build your borrower “book of business” - comprised of passionate real estate investors looking to grow their own businesses
• Operate as “Champion of the Customer” for all borrower needs
• Engage and support your clients’ needs - on their timetables - including occasional weekend and evening coverage
• Advise borrowers throughout the origination experience - particularly as it relates to pricing, valuation, rehab project scope-of-work
• Attend local and regional industry events - including REA meetings and conference
• Delivering a complete loan application file ready for underwriting
• Driving higher repeat business to produce incremental growth to each borrower relationship
• Contribute to projects that improve the business and effectiveness of the team
• Partnering with your customers to qualify for the right mortgage for their situation, obtain required documentation, and guide them through the application process
• Operate as the champion for any and all matters specific to your customers
• Build and maintain strong, long-lasting customer relationships as the result of being a trusted advisor
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Deliver and own communication for material updates (e.g. new state licensing, new product, process changes, credit policy)
• Work cross functionally with the Operations team to help resolve and mitigate any customer or loan issues
• Support and empower to your teammates in order to win as a team

 Qualifications

• 3 years of sales experience required
• CRM or Salesforce experience 
• College degree in Business, Marketing, Finance, or relevant experience
• Passion for Real Estate investing
• Excellent listening, negotiation, and presentation skills
• Set high standards for yourself matched with exceptional interpersonal skills
• Ability to adapt in a dynamic and growing organization
• High empathy and desire to help others
• Experience in formulating and presenting solutions based on customer needs
• Proven ability to manage multiple projects at a time while demonstrating strong attention to detail
• Bilingual in English/Spanish (preferred)

Kiavi takes a market-based approach to pay, and pay may vary depending on your location. The expected annualized base pay range for this full-time role to be performed remotely is $56,000 to $80,000 + $50,000 commission + benefits. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries. Within the range, the successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. Your recruiter can share more about the specific base pay range for your preferred location during the hiring process. 

Benefits and Perks 

• Medical, Dental, and Vision Insurance: Kiavi offers free employee-only coverage for medical, dental, and vision plans. Dependents receive a heavily discounted premium, competitively placed in the 90th percentile for cost.
• Health Savings Account (HSA): For those enrolled in a High Deductible Health Plan (HDHP), Kiavi provides an annual employer contribution to HSAs: $500 for individual coverage and $1,000 for dependents.
• Disability and Life Insurance: Immediate access to short-term and long-term disability insurance, as well as group life and AD&D insurance, with coverage at 1x annual salary.
• Remote Work Policy: Kiavi supports working remotely for day to day activities for most roles and occasionally may ask employees to gather in person for key meetings, trainings, team building etc. For remote workers, Kiavi offers a one-time office setup reimbursement of up to $500 and a monthly $85 stipend for internet and phone expenses. For in-office workers, Kiavi offers employer contributions to commuter benefits account, either for parking or public transportation.
• Flexible Time Off: Employees are empowered to manage their own time off, with no strict limits, as long as it's approved by their manager.
• Paid Leaves: Up to 8 weeks of paid leave for medical or caregiver purposes, and 12 weeks of paid maternity/paternity leave. Short-term disability leave is also available for birthing mothers.
• 401(k) & Company Match: A 401(k) plan managed by Fidelity, with Kiavi matching 100% of contributions up to 3% of compensation or $6,000 (whichever is less). All employer contributions are immediately vested.

Protect yourself from recruitment scams:

• If you are offered an interview or a role with Kiavi, this will be communicated with you through email, via an official email address ending in @kiavi.com or @lendinghome.com. 
• You will never be asked for payments of any kind during the process.
• We also never communicate with candidates via Whatsapp at any point during the recruitment process. 
• We won’t ask for personal information or data via text message. If you have any concerns regarding how genuine a text message is, please contact your recruiter.
• You can find our official Kiavi careers page here. We advise you to check that the page details and website addresses match if you have any concerns.

Kiavi is an Equal Opportunity Employer
San Francisco Fair Chance Ordinance Police Code, Article 49