Client Success Specialist

Employment Type: Full-Time Location Type: Remote Salary: Not specified

About Pylon

The $13 trillion mortgage industry, the core of the American economy, operates on outdated systems characterized by broken assembly lines, human-powered workflows, stitched-together software, and numerous capital markets intermediaries. Despite significant technological advancements, the costs of originating mortgages remain at an all-time high.

Pylon is revolutionizing the mortgage industry by building the only API-first, programmatic infrastructure that fully automates credit, compliance, capital, and operations. This allows originators to build and scale mortgage businesses entirely through software, not people. Our team comprises experienced professionals from companies like Stripe, Better, and Affirm, and we are backed by prominent investors including Conversion Capital, QED, Citi, Fifth Wall, Peter Thiel, and the founders of Ramp, Mercury, Blend, and others.

About The Role

We are seeking an entrepreneurial Client Success Specialist to join our team. This role involves hands-on management of our originating customers and cross-functional collaboration with internal partners to ensure efficient and compliant loan originations. You will be instrumental in enhancing our systems and workflows for high-quality, scalable operations, and will help shape our platform's future by maintaining and nurturing excellent relationships with our customers.

Pylon is not a traditional mortgage lender. If you are ready to take on a challenging yet highly rewarding role, and are excited about building flexible automated systems with rigorous oversight that can scale, this opportunity is for you.

Key Responsibilities

• Customer Assistance: Respond to inbound customer inquiries via phone, email, and chat, addressing questions related to mortgage loans, applications, payments, refinancing, and more.
• Problem Solving: Diagnose and resolve customer issues, providing clear, accurate information, and escalating more complex issues when necessary.
• Documentation: Maintain detailed records of customer interactions and transactions, ensuring all inquiries are documented and follow-up actions are completed.
• Loan Process Guidance: Provide step-by-step assistance to customers throughout the mortgage application and approval process, including document submission and loan status updates.
• Cross-Team Collaboration: Work closely with underwriting, processing, and external loan officers to resolve customer queries and ensure timely updates.
• Compliance Adherence: Stay up-to-date with mortgage industry regulations and company policies to ensure compliance in all customer interactions.
• Proactive Outreach: Identify opportunities to enhance customer satisfaction through proactive communication, including follow-up on pending loan statuses and other inquiries.
• Feedback Collection and Testing: Gather customer feedback and provide insights to the management team to improve processes, customer experience, and service offerings.

Qualifications

• Experience: 2-5 years of experience as a Loan Officer, Loan Processor, or in customer support, preferably within the mortgage industry.
• Mortgage Knowledge: Understanding of mortgage processes, terminology, and regulations (e.g., underwriting guidelines, TRID timelines, third-party services, etc.).
• Communication Skills: Excellent verbal and written communication skills, with the ability to explain complex concepts clearly and concisely. Strong empathy, patience, and a customer-first attitude to build rapport and trust with clients.
• Problem-Solving: Strong analytical and problem-solving skills, with the ability to think quickly and handle challenges in a calm, professional manner.
• Attention to Detail: High level of accuracy and attention to detail in handling customer inquiries and documentation.
• Multitasking: Ability to handle multiple customer inquiries simultaneously and prioritize effectively in a fast-paced environment.

Benefits

• Ownership: Meaningful early-stage equity in Pylon.
• Healthcare: Top-tier medical, vision & dental with support for dependents.
• 401(k): Ability to save for your future.
• Flexible Time Off: Be on when you’re on.