SmartSale Concierge
The SmartSale Concierge is the first point of contact for homeowners exploring SmartSale, and the person who guides them from that first conversation through listing and sale. Most homeowners are referred by their mortgage servicer; others come to us directly. Many are navigating financial hardship, and some are facing foreclosure. The Concierge positions the value of SmartSale, qualifies the opportunity, builds confidence, and stays with the homeowner through the entire transaction — working closely with local agents and, where applicable, the Short Sale Coordination team. The ideal candidate is performance-oriented, thrives in a fast-moving sales and customer success environment, genuinely enjoys working with customers, and is motivated by helping people through a difficult moment.
Openings exist on both the Servicer Program (homeowners referred by mortgage servicers) and the Retail Program (homeowners who come to us directly).
Key Responsibilities
Homeowner Engagement & Conversion
Serve as the first point of contact for homeowners, responding quickly and with empathy to new referrals and inbound inquiries
Position the SmartSale value proposition clearly, and help homeowners understand their options, the process, timelines, and their responsibilities — without providing legal or financial advice
Qualify and triage opportunities, identifying the right selling path and escalating complex situations
Drive timely, persistent follow-up across an active pipeline; overcome objections and keep homeowners moving forward with confidence
Build trust with homeowners who may be under significant financial and emotional stress, maintaining professionalism throughout
Follow applicable communication and consumer protection requirements, including outreach rules such as TCPA and CAN-SPAM
Listing & Pricing Outcomes
Own your results against conversion targets, with a particular focus on getting homeowners listed quickly and listed at the right price
Lead pricing conversations grounded in market data and local agent input, and set realistic expectations with homeowners
Reduce time from first contact to live listing by removing friction and anticipating blockers
Flag pricing issues — list price versus valuation, needed reductions, slow offer activity — early enough to act on them
Agent & Cross-Functional Partnership
Work closely with local agents to pair homeowners with the right agent and keep the transaction moving
Coordinate with the Short Sale Coordination team on files requiring servicer approval, keeping homeowners informed throughout
Provide clear, documented handoffs at each stage, so nothing is lost between Concierge, agent, and Short Sale
(Servicer Program) Provide status updates to servicer partners on referred homeowners and escalate issues as needed
(Retail Program) Where a homeowner arrives without servicer involvement, help engage the servicer and bring them into the process
Pipeline Discipline & Process
Maintain accurate, current CRM records, notes, and status across every active file
Manage a high-volume pipeline with strong prioritization and follow-through
Surface process, script, and tooling improvements based on what you hear from homeowners and agents
Knowledge, Skills & Abilities
Customer-facing sales or customer success skill in a high-touch, relationship-driven setting
Strong verbal and written communication, with the ability to explain a complex process simply
Comfort with objection handling, persistence, and driving to a decision without pressuring a vulnerable customer
Genuine empathy and professionalism with homeowners experiencing hardship
Metric-driven: motivated by conversion, speed, and quality targets
High attention to detail and strong follow-through across many concurrent files
Sound judgment on compliance boundaries, including not giving legal or financial advice
Proficiency with CRM (Salesforce or equivalent), Microsoft Office Suite, and call and communication…