[Remote] Homeowner Support Specialist - West Coast at Hometap

Remote

Apply Now

Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Real EstateIndustries

Requirements

1+ year of inbound or outbound customer service experience
Available to work a regular schedule of 9am-5pm Pacific Time (Note: Work East Coast hours for the first three weeks of training before transitioning to Pacific Time)
Strong organizational and time management abilities
Empathetic and customer-focused approach
Experience with de-escalating customer concerns
Ability to work collaboratively in a fast-paced startup environment
A knack for researching problems, identifying trends, and finding solutions
Comfort in a fast-paced, highly collaborative work environment
Experience working remotely
Computer savvy, quick learner, with an ability to pick up new and changing software quickly
A collaborative and team-oriented approach

Responsibilities

Serve as the first point of contact for homeowners by answering inbound calls, addressing inquiries, providing information, and offering support
Respond promptly and professionally to homeowner emails, ensuring clear communication and resolution of queries
Engage with homeowners through the online chat platform on Hometap.com, offering real-time assistance and fostering positive interactions
Collaborate with a small team to review questions, improve functional knowledge, and iterate on processes
Work closely with Hometap’s sales team, direct manager, and Director of Sales to execute on and improve responses, processes, and conversion rates
Proficiently handle and de-escalate challenging situations, transforming potential issues into opportunities for enhanced customer satisfaction
Methodically document and track escalated cases, collaborating with cross-functional teams to resolve complex homeowner concerns
Act as liaison between Sales and Marketing to communicate homeowner concerns and points of friction
Work collaboratively with the sales training and marketing teams to continuously enhance the homeowner experience

Skills

Key technologies and capabilities for this role

Customer ServiceInbound CallsEmail SupportChat SupportDe-escalationDocumentationEmpathyAttention to Detail

Questions & Answers

Common questions about this position

What are the benefits offered for this role?

Hometap provides competitive compensation, healthcare coverage, unlimited PTO, a generous share package, and a strong culture with opportunities for team-building and camaraderie.

What are the work hours and location requirements?

This role works west coast hours, 9am-5pm Pacific Time. The job description does not specify if it is remote or requires office presence.

What skills and qualities are required for the Homeowner Support Specialist role?

The role requires customer service experience, a high level of empathy, attention to detail, and the ability to be articulate, organized, and work in a fast-paced environment.

What is the company culture like at Hometap?

Hometap is collaborative, passionate, with a strong culture emphasizing team-building, camaraderie, hard work, and fun. They have been recognized by The Boston Globe, Forbes, Inc., and HousingWire as a great place to work.

What makes a strong candidate for this position?

A strong candidate has customer service experience, high empathy, attention to detail, and thrives in a growing, fast-paced environment while being articulate and organized.

Hometap

Provides cash for home equity access

About Hometap

Hometap provides homeowners with a way to access their home equity without selling their property or incurring additional debt. The company offers a lump sum of cash in exchange for a share of the future value of the home, allowing homeowners to unlock up to $600,000 of their equity without monthly payments or interest. Hometap earns revenue by sharing in the appreciation of the home's value when it is sold or when the homeowner repurchases Hometap's share. This approach sets Hometap apart from traditional home equity loans, as it offers a flexible and debt-free solution. The company's goal is to simplify the financial process for homeowners, helping them achieve their financial objectives, such as paying off debt or funding education, while maintaining a high level of customer service.

Boston, MassachusettsHeadquarters

2017Year Founded

$405.6MTotal Funding

DEBTCompany Stage

Fintech, Financial ServicesIndustries

201-500Employees

Benefits

401k plan with match

Commuter benefits

Healthcare coverage

Flexible work schedule

Paid parental leave

Unlimited PTO

Learning & development

Generous share package

Risks

Rising interest rates may make traditional loans more appealing.

Increased competition from fintechs could erode market share.

Potential regulatory changes could impact Hometap's business model.

Differentiation

Hometap offers debt-free home equity access, unlike traditional loans.

The company provides a lump sum for a share of future home value.

Hometap's Home Equity Dashboard aids homeowners in managing their equity.

Upsides

Growing interest in alternative financing boosts Hometap's market potential.

Hometap's $278 million securitization shows strong investor interest.

Expansion into New York City taps into a large financial market.

Land your dream remote job 3x faster with AI

Try Jobo Free