SmartSale Concierge

Auction.com • Irvine, CA

1d • $60,000 - $80,000

About The Position

The SmartSale Concierge is the first point of contact for homeowners exploring SmartSale, guiding them from the initial conversation through listing and sale. Homeowners may be referred by mortgage servicers or contact SmartSale directly. The Concierge explains SmartSale’s value and selling options, qualifies opportunities, builds trust, and supports homeowners throughout the transaction, including coordination with local agents and, when applicable, the Short Sale Coordination team. The role serves homeowners who may be experiencing financial hardship, including some who are facing foreclosure, and requires empathy, professionalism, and compliance with applicable communication and consumer protection requirements. Openings are available in both the Servicer Program and the Retail Program.

Requirements

• At least 3 years in quota-carrying customer-facing sales, customer success, account management, loss mitigation, mortgage servicing, or real estate.
• Demonstrated record of meeting conversion, sales, or service targets.
• Experience managing a high-volume pipeline or caseload with competing deadlines and persistent follow-up.
• Strong verbal communication skills and ability to build rapport quickly over the phone.
• Ability to take feedback and improve.
• Availability to support standard business hours, with flexibility as needed to meet servicer and homeowner deadlines.
• Customer-facing sales or customer-success skills in a high-touch, relationship-driven setting.
• Strong verbal and written communication skills, including the ability to explain complex processes simply.
• Comfort handling objections, following up persistently, and driving toward a decision without pressuring a vulnerable customer.
• Empathy and professionalism when working with homeowners experiencing hardship.
• Motivation by conversion, speed, and quality targets.
• High attention to detail and strong follow-through across concurrent files.
• Sound judgment about compliance boundaries, including not providing legal or financial advice.
• Proficiency with a CRM such as Salesforce or equivalent, Microsoft Office Suite, and call and communication tools.

Nice To Haves

• Track record of meeting or exceeding conversion, sales, or service targets.
• Experience managing a high-volume pipeline or caseload in a CRM.
• BA/BS degree or equivalent experience.
• Experience working with distressed or hardship customers, or in a servicer, default, or loss mitigation environment.
• Familiarity with short sales, foreclosure alternatives, or REO.
• Experience in a real estate marketplace, proptech, or high-volume sales organization.

Responsibilities

• Respond promptly and empathetically to new homeowner referrals and inbound inquiries.
• Explain SmartSale’s value proposition, available options, process, timelines, and homeowner responsibilities without providing legal or financial advice.
• Qualify and triage opportunities, identify suitable selling paths, and escalate complex situations.
• Follow up persistently across an active pipeline, address objections, and help homeowners move forward with confidence.
• Build trust and maintain professionalism with homeowners experiencing financial and emotional stress.
• Follow applicable communication and consumer protection requirements, including TCPA and CAN-SPAM outreach rules.
• Own conversion results, with a focus on getting homeowners listed quickly and at the right price.
• Lead pricing conversations using market data and local agent input, and set realistic homeowner expectations.
• Reduce time from first contact to live listing by removing friction and anticipating blockers.
• Identify pricing issues early, including list-price-to-valuation concerns, needed reductions, and slow offer activity.
• Work with local agents to match homeowners with the right agent and keep transactions moving.
• Coordinate with the Short Sale Coordination team on files requiring servicer approval and keep homeowners informed.
• Provide clear, documented handoffs among the Concierge, agent, and Short Sale teams.
• For the Servicer Program, update servicer partners on referred homeowners’ status and escalate issues as needed.
• For the Retail Program, help engage the servicer when a homeowner arrives without servicer involvement.
• Maintain accurate and current CRM records, notes, and statuses for every active file.
• Manage a high-volume pipeline with strong prioritization and follow-through.
• Suggest improvements to processes, scripts, and tools based on feedback from homeowners and agents.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Auction.com contributes an amount equal to 25% of eligible contributions in its 401(k) plan.
• Paid Time Off (PTO), including 12 paid holidays
• Incentive opportunity in addition to base salary

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed