Homeowner Support Representative
About Unlock
Unlock’s mission is to unleash the power of home equity to enrich people’s lives. We do this through a financial solution called a Home Equity Agreement or HEA, an entirely new way to access and utilize home equity. We’re not a lender, so there are no interest charges or monthly payments and homeowners with poor credit or high levels of debt can still qualify. We're beyond passionate about helping our customers build greater financial resiliency. We are mission driven, consumer centric and our products are designed for the way homeowners want to live their lives today - with flexibility and control.
About the role
The Homeowner Support Representative (HSR) is a critical member of the Unlock Technologies team, responsible for the initial engagement with prospective homeowners. As the first point of contact, the HSR must effectively introduce Unlock’s Home Equity Agreement (HEA) solution, building rapport and identifying homeowner needs with a consultative approach. This role requires HSRs to demonstrate sales acumen, empathy, and resilience to generate qualified leads that fuel the company’s growth, contributing directly to Unlock’s mission of providing innovative, debt-free financial solutions for homeowners.
What you'll do
- Effectively manage an individual lead database and pipeline according to company contact standards.
- Conduct high-volume outbound calls and handle inbound inquiries via phone, email, and live chat to engage prospective homeowners and provide prompt, professional support.
- Support the sales team by managing document collection through phone, text, email, and CX portal requests, ensuring a seamless and efficient process.
- Deliver compelling introductions to Unlock’s HEA product, clearly explaining its benefits compared to traditional home equity loans.
- Qualify leads by assessing homeowner needs, financial situations, and readiness to engage further in the sales process.
- Schedule appointments for senior sales consultants, ensuring a smooth transition of qualified leads.
- Maintain detailed and accurate records of all homeowner interactions within the CRM system.
- Collaborate with sales consultants and marketing teams to refine sales strategies and improve homeowner acquisition efforts.
- Meet or exceed monthly performance targets related to call volume, lead conversion, and appointment setting.
- Continuously improve knowledge of Unlock’s products, market trends, and competitors to effectively position HEA solutions.
What we're looking for
- High school diploma or equivalent required.
- 1+ years experience in sales, customer support, or a similar role involving high-volume customer interactions.
- Strong communication skills, both verbal and written, with the ability to engage and persuade.
- Proficiency in CRM systems and Microsoft Office Suite.
- Ability to manage multiple tasks simultaneously in a fast-paced environment.
- Previous experience in financial services, mortgage, or real estate industries is preferred.
- Familiarity with home equity products is a plus.
- Must be located in the Phoenix, AZ metro area.
What we offer
- Pay rate of $24.50 per hour
- Discretionary time off for rest and recharge
- Comprehensive health plans covering medical, dental, and vision, fully funded by us
- 4% employer match to your 401(k) contributions
Unlock is an equal opportunity employer. We evaluate qualified applicants without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, gender identity or other protected status under all applicable laws, regulations, and ordinances.