Lending Partnerships Concierge

About the role

We are seeking a highly skilled Concierge Partner Support Manager to deliver exceptional, relationship-driven support to our B2B clients, including Executives, high-performing Loan Officers, and Administrative Professionals. This role is focused on providing proactive, high-touch service for lending products, ensuring a seamless experience from onboarding through ongoing use.

Responsibilities

• Serve as the primary point of contact for Loan Officers, Executives, and their teams, delivering personalized, concierge-level support
• Build and maintain strong B2B relationships through consistent, proactive communication
• Guide clients through lending product features, processes, and issue resolution
• Anticipate client needs and provide solutions before issues arise
• Troubleshoot and resolve complex inquiries with a sense of urgency and accountability
• Cross-functionally coordinate with internal teams (operations, product, engineering) to ensure timely resolutions
• Maintain detailed records of client interactions and follow-ups
• Identify trends in client feedback and recommend improvements to products or processes

Requirements

• 5-7+ years of customer support, account management, or client success experience in a B2B environment
• Experience in mortgage, lending, fintech, or financial services strongly preferred
• Strong understanding of Loan Officer workflows and administrative support structures
• Exceptional communication skills (written and verbal) with a polished, professional tone
• Proven ability to manage multiple priorities while maintaining attention to detail
• Problem-solving mindset with a proactive, solutions-oriented approach
• Adhere to all company security policies and data handling procedures
• Complete mandatory security awareness training within required timeframes
• Promptly report any suspected security incidents or suspicious activity to the Security team

Qualifications

• College degree or equivalent experience
• Experience with CRM systems and project management tools
• Knowledge of loan origination systems and processes

Skills

• Excellent written and verbal communication skills
• Ability to handle sensitive and confidential information with discretion
• Strong organizational and problem-solving skills
• Proficiency in Microsoft Office Suite

Benefits

• Comprehensive medical, dental, and vision coverage, with 100% employer-paid premiums for employees and their dependents on select plans
• Company HSA, FSA, Dependent Care FSA, 401(k), and commuter benefits
• Employer-paid life and disability insurance
• 11 observed holidays and PTO plan
• Up to 12 weeks of paid family leave
• Continuing education reimbursement

Pay

Base Compensation Range: $80,800-$121,200/yr
Variable: 30% yearly target, paid quarterly
Company equity in the form of RSUs

Schedule

Full-time