Client Success Manager

Better is the first AI-native mortgage and home equity finance company, revolutionizing one of the largest financial markets in the world. We make home finance radically more transparent; using AI and proprietary technology to eliminate friction from the mortgage process through our industry-leading AI platform, Tinman®, and the first voice-based AI mortgage assistant, Betsy™. Our mission is simple: make homeownership cheaper, faster and more accessible by transforming how people buy and finance homes.  The facts that speak for themselves:  - We’ve funded over $110 billion in loans (more than any other fintech in the US!)    - Raised over $1.2 billion in equity capital to modernize the $15 trillion mortgage industry  - Better’s propriety AI platform makes us an award-winning lender:   - Fintech Breakthrough Award 2025: Best Lending Innovation  - Yahoo! Finance (Jan 2025): Best Mortgage Lender for First-Time Homebuyers – Best for quick approval  - Yahoo! Finance (2025): Best Online Mortgage Lender  - Money Magazine (2025): Best for fast closing  - Forbes (2023): Best Online Mortgage Lender  We’re building the future of home finance—and we’re looking for smart, driven, ambitious innovators who are ready to tackle the most impactful work of their careers.  Responsibilities and Duties: Mortgage Advisor Lifecycle Support o   For newly onboarded MAs, input all required data into the master spreadsheet and notify leadership when CSM assignment is needed. o   For terminated MAs, update termination dates, remove access from dashboards, and ensure records are fully reconciled. Loan & Investor Operations o   Identify all brokered loans and confirm correct investor setup in TM. o   Gather first payment letters and distribute them to the appropriate CSMs and loan teams. o   Prepare, validate, and send transfer letters with accurate loan and servicer information. Client Servicing & Inbox Management o   Monitor CSM email inboxes for recurring servicing inquiries (e.g., payment setup issues). o   Respond on behalf of the CSM using previously sent documentation, reducing duplicate client outreach and improving response times. o   Escalate only non-standard or unresolved servicing issues to the appropriate CSM. Email Communications & Launch Support o   Send client-facing and internal emails on behalf of CSMs, ensuring accuracy, consistency, and timeliness. o   Manage and distribute launch call emails for each team, including servicer-specific loan numbers. o   Operate directly within CSM email accounts so CSMs can remain client-facing and focused on live calls. Text Messaging Support o   Send client text messages on behalf of CSMs using the Spoke phone system. o   Ensure correct Mortgage Advisor alignment, time-zone awareness, approved messaging templates, and brand-compliant formatting. Process Improvement & Future-State Readiness o   Support ongoing process improvements and system enhancements, including transition of manual tasks as Gallus functionality is expanded. o   Identify repetitive inquiries or inefficiencies and flag opportunities for automation or documentation improvements. Qualifications and Skills: o   Strong attention to detail, organizational and communication skills. o   Strong analytical, judgement and managerial skills o   Excellent verbal and written communication o   Demonstrated ability to adapt to a rapidly changing federal and state regulatory environment. o   Ability to prioritize and meet deadlines. o   Strong interpersonal and teamwork skills and ability to influence through collaboration. o   Self-motivated, with a high level of personal energy and commitment. o   Minimum requirement includes a high school diploma or equivalent; additional coursework in finance or a related field is advantageous.