SmartSale Concierge

Auction.com • Irvine, CA

3d • $60,000 - $80,000

About The Position

The SmartSale Concierge is the first point of contact for homeowners exploring SmartSale and guides them from their first conversation through listing and sale. Homeowners may be referred by mortgage servicers or contact Auction.com directly. The Concierge explains SmartSale’s value and process, qualifies opportunities, builds homeowner confidence, and supports the transaction in partnership with local agents and, where applicable, the Short Sale Coordination team. The role serves homeowners who may be experiencing financial hardship, including some facing foreclosure, and requires empathy, professionalism, sound compliance judgment, and a performance-oriented approach.

Openings are available on both the Servicer Program, for homeowners referred by mortgage servicers, and the Retail Program, for homeowners who come to Auction.com directly. The position focuses on conversion, prompt and appropriately priced listings, customer support, pipeline management, and coordination among homeowners, agents, servicers, and internal teams. The Concierge must not provide legal or financial advice and must follow applicable communication and consumer-protection requirements.

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 and ability to build rapport quickly over the phone.
• Ability to explain complex processes clearly in verbal and written communication.
• Ability to handle objections, persist, and guide customers toward a decision without pressuring vulnerable customers.
• Empathy and professionalism when working with homeowners experiencing hardship.
• Motivation by conversion, speed, and quality targets.
• Strong attention to detail and follow-through across concurrent files.
• Sound judgment regarding 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.
• Coachable, with demonstrated ability to accept feedback and improve.
• Availability to support standard business hours, with flexibility as needed to meet servicer and homeowner deadlines.

Nice To Haves

• BA/BS degree or equivalent experience.
• Experience managing a high-volume pipeline or caseload in a CRM.
• 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 as the first point of contact.
• Explain the SmartSale value proposition, homeowner options, process, timelines, and responsibilities without providing legal or financial advice.
• Qualify and triage opportunities, identify the appropriate selling path, and escalate complex situations.
• Follow up persistently across an active pipeline, address objections, and help homeowners move forward with confidence.
• Build and maintain trust with homeowners experiencing financial and emotional stress while remaining professional.
• Follow applicable communication and consumer-protection requirements, including TCPA and CAN-SPAM outreach rules.
• Meet conversion targets, with emphasis on getting homeowners listed quickly and at an appropriate price.
• Lead pricing conversations using market data and local agent input, and set realistic expectations.
• Reduce the time from first contact to live listing by anticipating and removing obstacles.
• Identify pricing concerns and listing performance issues early, including valuation differences, needed price reductions, and slow offer activity.
• Partner with local agents to match homeowners with agents and keep transactions moving.
• Coordinate with the Short Sale Coordination team on files requiring servicer approval and keep homeowners informed.
• Document and provide clear handoffs among the Concierge, agent, and Short Sale teams.
• For the Servicer Program, provide referred-homeowner status updates to servicer partners and escalate issues as needed.
• For the Retail Program, help engage the servicer when a homeowner initially arrives without servicer involvement.
• Maintain accurate, current CRM records, notes, and status for every active file.
• Prioritize and follow through across a high-volume pipeline.
• Identify process, script, and tooling improvements based on feedback from homeowners and agents.

Benefits

• Medical insurance.
• Dental insurance.
• Vision insurance.
• Auction.com contributes an amount equal to 25% of eligible employee contributions to its 401(k) plan.
• Paid Time Off (PTO), including 12 paid holidays.
• Annual incentive opportunity targeted at 25% of base salary, tied to team conversion, listing outcomes, and service performance results.
• Annual performance bonus eligibility.

What This Job Offers

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