Account CoordinatorABOUT USOur Product Point provides the opportunity to stabilize your financial situation without adding costly monthly payments. - Homeowner in Burlingame, CA
Here at Point, we're helping homeowners unlock the equity in their homes without taking on further debt. With an investment from Point, homeowners can de-leverage and diversify their wealth, freeing them up to invest in their business, renovate and maintain their home, eliminate debt, and tackle all of life's expenses from college tuition to medical bills. Our equity investment product is an advantageous alternative for homeowners and investors alike. When partnering with Point, investors now have access to a brand new asset class - homeowner-occupied residential real estate. Point is the first fintech product that is truly aligned with consumers interests - when the homeowner does well, Point and its investors do well.
Our Team People first
As a consumer fintech company, we embed integrity, transparency, and trust into everything we do at Point, including how we work. Whether you're a homeowner, investor, employee, or candidate, it's people who power our business. We keep the human experience top of mind.
Experts at work
We're on a mission to help the 23 million equity-rich, but cash-constrained Americans tap into their home's wealth. To do so, we have experience and expertise in all areas of the business, especially at the helm. Point's leadership have previously founded TrialPay (acquired by Visa), Yub (acquired by Coupons.com), Metails (acquired by Buy.com), SiteAdvisor (acquired by McAfee), Affirm, SendGrid (acquired by Twilio), and TXN (acquired by Envestnet).
Championed by the best
In 2019, Point closed a $22M Series B led by Prudential Financial, DAG Ventures, and Andreessen Horowitz. We've received funding from Ribbit Capital, Greylock, SV Angel and Bloomberg Beta as well.
WHAT YOU'LL DO
As a Sales Account Coordinator, you help homeowners with new product inquiries and updates on their applications by following up via phone, email, text, and chat. You will often be the first person at Point that these prospects interact with so you play an important role in presentingYour work involves active applicants or recent leads/prospects. This is not a cold-calling or debt collection role.
. Develop a strong understanding of our culture, products, and processes
. 300+ outbound dials/day to warm and recent prospects schedule calls with interested homeowners to talk with one of your Account Management colleagues
. Field inbound calls, chats, text or other communication from customers in a timely fashion
. Educate customers on Point's product, the application process, and pricing
. Respond and support our homeowners in the following scenarios
Questions, concerns and feedback
Providing updates to application status
Underwriting requests
Distributing leads among Account Managers
. Prioritize availability for homeowners to interact with Point and respond to inquiries.
. Assist with pilot programs and various initiatives to increase conversion.
. 80%+ of your time will be devoted to communication via phone and email.
. Collaborate with other stakeholders within the organization to help create workflows/SOPs/manuals for projects needed.
. Help facilitate new hire training by being a point of contact for shadowing sessions during the onboarding process.
. Fill in the necessary data for Team Dashboards daily/weekly/monthly.
. Audit and monitor Account Manager/Processor calls as a QA back-up.
. Lead/Facilitate AC Meetings as a back-up during Team Lead unavailability.
YOU ARE
. You effectively communicate Point's mission and product in a concise and professional manner.
. You think on your feet, and creatively approach scenarios that are not written in a playbook.
. Empathetic - you put can put yourself in the homeowner's shoes and take pride in providing a memorable experience
. A self-starter - you take a proactive approach to your work and never find yourself in lulls
. An excellent communicator - whether you're communicating internally, externally, verbally or written, you always communicate with clarity
. Adaptable - you are resourceful and enjoy the challenge of helping to grow a business with new initiatives and are quick to understand new process and procedures
. You are a team player who maintains a high quality of work in an often hectic and nuanced environment. Energy and positivity carry you through your day.
YOU SHOULD HAVE
. Required
2+ years of customer service experience in financial services
Bacheloru0027s degree in business or a related field
Strong business to consumer written and communication skills
Experience working with Google Suite, Slack, Salesforce
. Preferred skills
Experience working in a call center
Demonstrated success in a customer facing role
Experience with a Mortgage or HELOC product
