Jobs and Careers

Customer Experience Manager

UKRemotefull_timeVerifiedPosted 7 Apr 2025

💰 $80,000/yr($56,000/yr – $80,000/yr)

About the role

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 Customer Experience organization is rooted in three core principles ; Doing the Right Thing, Commitment to Excellence and Winning as a Team. Each teammate centers their work around trying to make a difference in the lives of each and every customer daily - through helping them successfully secure financing and grow their business. Kiavi is seeking an experienced relationship manager who thrives in serving customers to maximize their potential. This person should thrive in chaos, Successful candidates should possess the ability to organize competing priorities and tasks, be a self starter, result-oriented, and when in doubt always do right by the customer. You will be responsible for delivering a best-in-class customer experience while ensuring Kiavi is the selected partner for customer's current and future projects and needs. Through our commitment to service and best-in-class technology, you will be responsible for acquiring, retaining and growing your customers’ business with Kiavi and demonstrating why Kiavi is the best partner to serve their mortgage needs.

Responsibilities

Proactively build your borrower “book of business” - comprised of passionate real estate investors looking to grow their own businesses
Operate as “Champion of the Customer” for all borrower needs
Engage and support your clients’ needs - on their timetables - including occasional weekend and evening coverage
Advise borrowers throughout the origination experience - particularly as it relates to pricing, valuation, rehab project scope-of-work
Attend local and regional industry events - including REA meetings and conference
Delivering a complete loan application file ready for underwriting
Driving higher repeat business to produce incremental growth to each borrower relationship
Contribute to projects that improve the business and effectiveness of the team
Partnering with your customers to qualify for the right mortgage for their situation, obtain required documentation, and guide them through the application process
Operate as the champion for any and all matters specific to your customers
Build and maintain strong, long-lasting customer relationships as the result of being a trusted advisor
Ensure the timely and successful delivery of our solutions according to customer needs and objectives
Deliver and own communication for material updates (e.g. new state licensing, new product, process changes, credit policy)
Work cross functionally with the Operations team to help resolve and mitigate any customer or loan issues
Support and empower to your teammates in order to win as a team