Customer for Life Associate

Responsibilities

• Make timely outbound calls to customers at 30 days, 90 days, and 1-year after loan closing.
• At 30 days: Thank the customer, confirm their satisfaction, and reinforce the loan officer’s commitment to their long-term success.
• At 90 days: Check in to ensure all aspects of their mortgage and home transition have been handled properly.
• At 1 year: Conduct a “Mortgage Checkup” to identify any changes in life, goals, or potential future needs (refinance, move-up home, investment property, etc.).
• Document all customer interactions and feedback in our CRM system.
• Identify opportunities to re-engage the original loan officer or refer to other internal specialists as needed.
• Assist with periodic customer appreciation campaigns and outreach initiatives.
• Serve as a brand ambassador for our company’s mission to create customers for life.

Qualifications

• Excellent verbal and written communication skills.
• Strong interpersonal skills with a warm, empathetic approach.
• Proven experience in customer service, client relations, or inside sales (mortgage or financial services experience preferred).
• Highly organized and able to manage follow-up tasks and documentation efficiently.
• Comfortable with CRM systems, call logs, and basic reporting.
• A heart for service and a passion for building relationships that last.
• Prior experience working with mortgage clients.
• Bilingual skills (Spanish especially preferred).
• A strong understanding of the homeownership journey.

Pay

The expected salary range for this position is between: $35,000.00 - $40,000.00. The range for the position in other geographies may vary based on market differences. The actual compensation will be determined based on experience and other factors permitted by law.

Benefits

• Competitive pay
• Benefits Offered: Medical, Dental, Vision, Life, Disability, Critical Care, Hospitalization, HSA, FSA, DCFSA and QTERetirement plan: 401(k) and Roth
• Paid Time Off: 16 days front loaded. Prorated based on the start date month
• 11.5 paid holidays per year
• Employee assistance program
• Excellent career growth opportunity
• Fun, team-focused working environment
• Employee driven community outreach program
• Relocation packages available