Broker 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 Broker Experience Team is a team within Customer Experience. This team is tasked with finding, acquiring, on-boarding, and retaining key high tier brokers The Customer Experience  team is rooted in three core principles; Doing the Right Thing, Commitment to Excellence and Winning as a Team. Kiavi is seeking an experienced relationship manager who thrives in serving customers to maximize their potential. This person should thrive in chaos, be a self starter, result-oriented, able to build and scale a book of business, and when in doubt always do right by the customer. As a Kiavi Broker Experience Manager, you will be responsible for delivering a best-in-class broker experience while ensuring Kiavi is the selected partner for our brokers’ clientele. Through our commitment to service and best-in-class technology, you will be responsible for acquiring, retaining and growing your brokers’ business with Kiavi and demonstrating why Kiavi is the best partner to serve their business needs.

Responsibilities

A Broker Experience Manager will be responsible for increasing Kiavi’s value with each broker by:

• Establishing deep rooted relationships with our brokers - building rapport, understanding how each broker’s business operates, and how Kiavi can help their unique business needs
• Learning which financing option’s each broker offers their clients, and how our program can deliver the best in class solution for their borrowers
• Becoming a market expert on our competition and what different lenders are offering our brokers for financing
• Building a book of business of brokers via fielding new requests from new brokers, warm referrals from our direct team, and marketing events
• Setting expectations and educating each broker on our requirements of our credit policy and ensuring high quality loans are submitted to Kiavi
• Screening applications to ensure a high quality threshold
• Finding a way to help brokers bring repeat business and establish incremental growth to each broker account
• Able to develop key relationships with our processing, valuation, underwriting, and closing departments as they are crucial to our loans getting closed

The Broker Experience Manager will be a critical member of a larger team with the following responsibilities:

• Partnering with your broker’s to ensure their borrowers qualify for our loan program by educating the broker on what required documentation their borrowers will need to provide our processing and underwriting team
• Work with our third party AMC provider for our brokers borrowers appraisal, set expectations with brokers on timelines of when the completed appraisal will be delivered
• Help mitigate valuation issues with our valuation department and brokers 
• Able to work cross functionally within Kiavi's internal teams during the loan process for your broker (Processing, Valuation, Underwriting, and Closing departments)
• Deliver and own communication for material Kiavi updates (e.g. new state licensing, new product, process changes, credit policy)
• Identify and win