Customer Experience Post Close Representative

Customer Experience Post Close Representative

Are you a seasoned professional with an unwavering passion for driving business growth and delivering unparalleled customer experience? UpEquity invites you to join our dynamic team as a Customer Experience Post Close Representative, where you will lead the charge in transforming the home buying process for our clients and internal service teams!

About UpEquity: At UpEquity, we are pioneers in the real estate industry, dedicated to empowering individuals and businesses with innovative solutions that make home buying and selling more achievable for everyone. Our culture is rooted in collaboration, innovation, and a relentless commitment to making a meaningful impact. As a Customer Experience Representative, you will be at the center of our mission (simplify the homebuying experience) to reshape the industry.

Role and Responsibilities: As a Customer Experience Post Close Representative, your mission is to guide and support clients and agents through the final stage of their UpEquity journey. You'll maintain monthly engagement with outstanding loan files, ensure compliance with program terms, educate stakeholders on timelines and fees, and support resolution paths for aged loans. Your work directly impacts payoff velocity and customer satisfaction at a critical phase of the lifecycle.

As a Customer Experience Post Close Representative, your responsibilities will include, but are not limited to:

Client & Agent Engagement

• Conduct monthly check-ins with all outstanding loan files aged ≤120 days
• Serve as the primary point of contact for clients and agents after the New Home closing occurs
• Clearly communicate program requirements, timelines, due dates, and fees

Risk & Compliance Monitoring

• Track and update status on risk indicators such as Listing Status, Pricing Competitiveness, and Loan Term Compliance
• Ensure each file remains in alignment with UpEquity's program requirements
• Record and escalate any red flags or compliance risks

Customer Education

• Proactively influence, educate and consult stakeholders on the home sale journey, and about UpEquity's program, loan timelines, and fees
• Provide clarity around key milestones and help manage expectations

Late Stage File Management

• Ensure all files aged >120 days have a scheduled Late Stage Consultation Call
• Support Late Stage consultations by preparing client summaries and joining (or conducting) late stage consultation calls when needed
• Help guide clients through workout options, including providing processing support where applicable (e.g., document collection)

Extension & Decision Tracking

• Track and confirm each file's decision regarding the 3-month extension option prior to the initial maturity date
• Follow up to ensure decisions are documented and actioned in a timely manner
• Track compliance with UpEquity's listing price schedule where applicable

Being a competitive startup organization, we care a lot about our employees and want to take care of them the best we can. Not only does your hard work pay off monetarily but we offer great benefits, perks, and incentives to make sure your efforts are recognized.

We offer:

• Competitive compensation and benefits
• PTO & Sick Time + 11 holidays to enjoy work/life balance
• Opportunities for growth and continuous development
• An exciting and positive work environment

Important Details:

• You must reside in Austin
• You must be willing to work in the office

UpEquity is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.