SmartSale Concierge

Auction•Plano, TX

About The Position

The SmartSale Concierge is the first point of contact for homeowners exploring SmartSale and guides them from the initial conversation through listing and sale. Most homeowners are referred by their mortgage servicer, while others contact SmartSale directly. Many are experiencing financial hardship, and some are facing foreclosure. The Concierge explains SmartSale’s value, qualifies opportunities, builds homeowner confidence, and supports the transaction in partnership with local agents and, when applicable, the Short Sale Coordination team. This is a performance-oriented, customer-facing role in a fast-moving sales and customer success environment. The Concierge helps homeowners understand their options, the process, timelines, and responsibilities without providing legal or financial advice. The position has openings in both the Servicer Program, serving homeowners referred by mortgage servicers, and the Retail Program, serving homeowners who come to SmartSale directly.

Requirements

At least 3 years in quota-carrying customer-facing sales, customer success, account management, loss mitigation, mortgage servicing, or real estate.
Demonstrated track 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 explain complex processes simply in writing and verbally.
Ability to handle objections, persist, and guide customers toward a decision without pressuring vulnerable customers.
Empathy and professionalism when working with homeowners experiencing hardship.
Metric-driven approach and motivation to meet conversion, speed, and quality targets.
High attention to detail and strong follow-through across concurrent files.
Sound judgment around compliance boundaries, including avoiding legal or financial advice.
Proficiency with a CRM such as Salesforce or equivalent, Microsoft Office Suite, and call and communication tools.
Coachability and demonstrated ability to take feedback and improve.
Availability to support standard business hours, with flexibility as needed to meet servicer and homeowner deadlines.

Nice To Haves

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.
Track record of meeting or exceeding conversion, sales, or service targets.

Responsibilities

Respond quickly and empathetically to new homeowner referrals and inbound inquiries.
Explain the SmartSale value proposition, process, timelines, options, and homeowner responsibilities without providing legal or financial advice.
Qualify and triage opportunities, identify the appropriate selling path, and escalate complex situations.
Maintain timely, persistent follow-up 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.
Meet conversion targets, with an emphasis on getting homeowners listed quickly and at an appropriate price.
Lead pricing conversations using market data and local agent input, and set realistic homeowner expectations.
Reduce the time from first contact to live listing by removing friction and anticipating obstacles.
Identify pricing issues, including list price versus valuation, needed price reductions, and slow offer activity, early enough to address them.
Partner with local agents to match homeowners with appropriate agents and keep transactions moving.
Coordinate with the Short Sale Coordination team on files requiring servicer approval and keep homeowners informed.
Document and complete clear handoffs among the Concierge, agent, and Short Sale teams.
Provide status updates to servicer partners on referred homeowners and escalate issues as needed in the Servicer Program.
For Retail Program homeowners without servicer involvement, help engage the servicer and bring them into the process.
Maintain accurate, current CRM records, notes, and statuses for all active files.
Manage a high-volume pipeline through prioritization and follow-through.
Recommend process, script, and tooling improvements based on feedback from homeowners and agents.