[Remote] Homeowner Support Specialist - West Coast at Hometap

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

1+ year of inbound or outbound customer service experience
Available to work a regular schedule of 9am-5pm 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
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 line 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 our 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, your 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 & marketing teams to continuously enhance the homeowner experience
Respond to homeowner inquiries through Hometap’s chat function

Skills

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.

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