The Client Success Manager supports mortgage advisors by handling data input, client inquiries, communication management, and process improvements while ensuring organization and compliance.
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 $110 billion in loans for our customers, more than any other fintech
- Yahoo! Finance - Best Mortgage Lender for First Time Homebuyers of January 2025: Best lender for quick approval
- Yahoo! Finance - Best Mortgage Lenders of 2025: Best online mortgage lender
- Fintech Breakthrough Award: Best Lending Innovation Award
- Money Magazine - 8 Best Mortgage Lenders of 2025: Best for fast closing
- We are Forbes’ Best Online Mortgage Lender for 2023
- We have raised over $1.2 billion in equity capital to transform the mortgage industry, the largest financial asset class in the world
We are a place where smart, hungry, ambitious people who want to recognize their full potential thrive.
Responsibilities and Duties:
Mortgage Advisor Lifecycle Support
o For newly onboarded MAs, input all required data into the master spreadsheet and notify leadership when CSM assignment is needed.
o For terminated MAs, update termination dates, remove access from dashboards, and ensure records are fully reconciled.
Loan & Investor Operations
o Identify all brokered loans and confirm correct investor setup in TM.
o Gather first payment letters and distribute them to the appropriate CSMs and loan teams.
o Prepare, validate, and send transfer letters with accurate loan and servicer information.
Client Servicing & Inbox Management
o Monitor CSM email inboxes for recurring servicing inquiries (e.g., payment setup issues).
o Respond on behalf of the CSM using previously sent documentation, reducing duplicate client outreach and improving response times.
o Escalate only non-standard or unresolved servicing issues to the appropriate CSM.
Email Communications & Launch Support
o Send client-facing and internal emails on behalf of CSMs, ensuring accuracy, consistency, and timeliness.
o Manage and distribute launch call emails for each team, including servicer-specific loan numbers.
o Operate directly within CSM email accounts so CSMs can remain client-facing and focused on live calls.
Text Messaging Support
o Send client text messages on behalf of CSMs using the Spoke phone system.
o Ensure correct Mortgage Advisor alignment, time-zone awareness, approved messaging templates, and brand-compliant formatting.
Process Improvement & Future-State Readiness
o Support ongoing process improvements and system enhancements, including transition of manual tasks as Gallus functionality is expanded.
o Identify repetitive inquiries or inefficiencies and flag opportunities for automation or documentation improvements.
Qualifications and Skills:
o Strong attention to detail, organizational and communication skills.
o Strong analytical, judgement and managerial skills
o Excellent verbal and written communication
o Demonstrated ability to adapt to a rapidly changing federal and state regulatory environment.
o Ability to prioritize and meet deadlines.
o Strong interpersonal and teamwork skills and ability to influence through collaboration.
o Self-motivated, with a high level of personal energy and commitment.
o Minimum requirement includes a high school diploma or equivalent; additional coursework in finance or a related field is advantageous.
Company Benefits
In Office Perks
Experience our comprehensive office perks, including daily meals and transport facility for commuting to and from the office, available for all employees coming to the office.
Health & Well-being
Our comprehensive medical plan is available for you, your spouse and dependents. Employees are covered under Mediclaim, Group Term life insurance and Accidental insurance.
Other Perks at Better
Experience flexibility with our night shift allowance, work from home allowance and transportation allowance, where applicable. We prioritize your convenience.
