Customer Experience Associate

About Roam

Our mission at Roam is to make homeownership 2x more affordable for 1 million Americans by 2030. Why does this matter? The real estate market, the largest and arguably most important asset class, is facing its largest dislocation in economic history, with home affordability reaching its lowest level in decades. 

This challenge begs for bold solutions, not incremental ones. Our mission is to provide homebuyers with the most affordable option to finance the most significant purchase of their lives, their home. Our product vision is to build an Affirm like experience for every home in the country. On average, our buyers save $400k per transaction.

Roam’s initial focus is to help buyers wind back the clock on interest rates by purchasing a home with a low-rate assumable mortgage, a type of loan where the buyer can take over the mortgage terms from the seller. All government-backed loans, such as FHA and VA loans, are eligible for assumption by law, and there are millions of these loans at rates below 4%. With a low-rate assumable mortgage, buyers can save up to 50% on monthly payments compared to buying with a traditional mortgage at today’s rates.

Roam helps buyers find these homes for sale with the first-ever listing platform for homes with assumable mortgages. In addition, Roam manages all steps in the assumption process, acting as a specialized transaction coordinator to quarterback the entire process end-to-end on behalf of the buyer and seller to ensure they close on time.

About the role

This is a temp-to-perm position and you'll be asked to work one weekend day per week to help us provide full-week coverage to our customers. All CX Associate hires will begin on contract. Our Customer Experience team speaks to sellers, buyers, and their agents about the opportunity to work with Roam to sell or buy their next home. You’ll be responsible for guiding our customers through the largest transition of their life and owning the end-to-end experience they have.  

• After the first week, you will…

  • Make calls to potential Customers (Buyers, Buyers Agents, and Listing Agents) generated via inbound inquiries 

  • Communicate with Customers via phone, email, and text to guide all stakeholders to the close of a transaction

  • Creating and maintaining customer database CRM (we use Hubspot)

  • Understanding Buyer needs and helping them to find the home that matches their needs by explaining product features and benefits

  • Own the process and outcomes for resolving client issues.

  • Advocate client needs and requests with internal stakeholders.

• After 3 months you will…

  • Know the Roam team and the loan assumption space. 

  • Have supported the build-out of our key process flows, playbooks, automated responses, quality rubrics, and central guides for our customer-facing organization. This includes our ticket and caller review processes and guides.

  • Have improved our quality and training guides, which you’ve used to onboard new team members and get them up to speed and productive at Roam in record time. 

• After 6 months you will…

  • Become an expert support to our customers, both supporting them throughout the transaction process and converting them upfront.

  • Contribute to the design of both buyer and seller playbooks – from the top of the funnel, to the point of offer, through close – to ensure our sellers, customers, and lenders have the best possible experience. 

About you

We value bold, self-directed people who carry themselves with urgency. Our team has a bias for action, a need for speed, and a soft spot for those who sweat the details. To change the way we buy homes will require courage and conviction. If you have both, we hope you will join us. We think if you have the following skills, experience, and attributes you’d be successful at Roam:

Background:

• 2+ years of experience in as a real estate agent, in inside sales, outbound sales, or the like, preferably in the real estate or lending industries.

• A strong Customer service orientation is essential - you are always thinking of how to help the customer and progress them to the next step in the process.

• Demonstrate effective meeting management and presentation skills to potential customers.

• Adept at developing and maintaining relationships.

• <