Home Lending Associate Manager @ Better.com

Better is reimagining home finance and making it faster, cheaper, and easier for everyone to become a homeowner. We leverage creative technology and innovation to make the home buying journey more approachable and understandable and home finance more affordable and accessible. Here are some interesting facts to help you get to know Better:

- We’ve funded over $100 billion in loans for our customers, more than any other fintech

- We ranked #1 in the U.S. on LinkedIn’s Top Startups 2020 and 2021

- We are Forbes’ Best Online Mortgage Lender for 2023

- We are USA Today’s Best Mortgage Lenders of 2023, Best for FHA Loans

- We have raised over $1.2 billion in equity capital to transform the mortgage industry, the largest financial asset class in the world

- And we’re just getting started!

We are a place where smart, hungry, ambitious people who want to recognize their full potential thrive.

A Better Opportunity

We are looking for a strong people leader to manage one of our teams of all star Home Lending Associates. The right person for this role is an experienced Sales leader who is able to motivate their team to excellence. It is someone who knows what world-class sales and customer experience looks like, is itching to be the driving force behind an amazing sales team.

Our Home Lending Associate team is focused on outbound calling to potential borrowers to assist them with completing their mortgage application, share the value of a Better mortgage, and warm transfer to a licensed loan officer.

We’re building a world-class sales organization - one that combines highly effective sales processes and systems with a customer experience that people will rave about. Through our technology and efficiency optimizations, our non-commissioned sales representatives are on average 10x more productive than industry standard.

Responsibilities

Manage team of 15-20 Home Lending Associates
Ensure all individuals on your team hit their targets each month (outbound calls, talk time, completed loan applications, lock production volumes, conversion rate, etc)
Live and breathe your team’s performance data - analyze daily, weekly, and monthly performance stats to understand trends, identify root cause drivers, and craft solutions to address improvement areas and close performance gaps
Actively participate in fast-paced hiring effort, to both select top tier talent and ensure they ramp into the business and onto your team as quickly and effectively as possible
Continuously train and upskill your team members
Review team pipelines and KPIs daily, to ensure pipeline velocity, activity levels, conversion rates, and customer SLAs are met consistently, following up immediately with team on corrective action where needed
Complete call listening to drive coaching and feedback
Call customers to actively solicit feedback on their experience to feed coaching plans
Monitor, conduct and evidence 1-1 discussions with clear objectives for all team members
Ensure performance management - including coaching plans and performance improvement plans - are appropriately utilized & documented where needed with team
Participate in special projects as requested, including providing regular feedback on customer experience and team effectiveness to Product and CX
Provide regular updates to senior sales leaders on team performance, activities, and training & development needs of team members

Qualifications

At least 3-5 year’s experience in mortgage sales
Minimum 2 year’s experience directly line managing a mortgage sales team, with proven track record of leading team to meet or exceed sales quotas
Experience operating in an outbound call center preferred (autodialer, follow-up cadence, scripting, scheduling, metrics, etc.)
Ownership mindset - capable of holding your team accountable and being held accountable
Experience hiring, ramping and training high performing sales teams; experience performance managing underperformers
Strong analytical skills - capable of analyzing daily, weekly, and monthly performance stats to understand trends and issues to be improved, with the ability to implement coaching & development plans required to improve performance
Highly structured and organized, making optimal use of time and resources
Creative problem-solvers and a drive to deliver exceptional levels of customer satisfaction, whilst managing more complex cases to resolution
Good interpersonal skills and be able to engage with teams and customers from a variety of backgrounds; strong written communication skills
A motivated self-starter with the ability to troubleshoot and solve problems independently
A strong team player, able to work with high levels of energy, passion, commitment and attention to detail while maintaining excellent standards of performance and output

Company Benefits

Our total rewards package consists of a base salary with no draw, incentive compensation, and benefits. Some of our benefits include:

- A generous ramp plan while learning our systems and building out an individual pipeline.

- Comprehensive healthcare, retirement, and voluntary benefits. Think medical, dental, vision, health savings accounts, 401k, and more.

- Personalized care and tools for realizing your mental health and wellness goals.

- Additional benefit perks & discounts.

Disclaimer

Better Home & Finance Holding Company is an equal opportunity employer committed to fostering an inclusive and diverse environment for our employees. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status, or any other reason protected by law.

We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. Better will not discriminate against any qualified individual who is capable of performing the essential functions of the job with or without reasonable accommodation.

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