Customer Solutions Analyst at Better.com

| Greater NYC Area
Sorry, this job was removed at 12:15 p.m. (EST) on Wednesday, March 18, 2020
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About Better.com:

We’re one of the fastest growing homeownership companies in America. Why? Because we’re making homeownership simpler, faster — and most importantly, more accessible for all Americans.

By combining smarter technology with a desire to not just change one piece of the journey but the entire makeup of what it’s like to buy and own a home in this country, we’re building things that don’t exist yet. 

Better.com by the numbers: 

  • We fund $600 million in home loans per month
  • Nearly $5 billion in loans funded since our inception in 2016
  • 2 years running, we’re one of Crain’s “Best Places to work”
  • We’re #11 on Fortune’s Best Places to Work in NYC
  • And #964 on Inc.’s 2019 “5000 Fastest-Growing Companies” 
  • We’ve secured over $254 million from our investors to date 
  • ...and counting

We continue to outpace the industry at every turn. We’ve recently joined forces in partnership with Ally Bank. Plus, our backers have helped build some of the most transformative tech and finance companies in history. Kleiner Perkins, Goldman Sachs, IA Ventures, American Express, Citigroup, Activant Capital, and others have all invested in our vision of redefining the entire home buying journey.

A Better Opportunity: 

We are seeking a Customer Solutions Analyst to join Better’s fastest growing internal business, Better Settlement Services. The Analyst will be instrumental in the development, growth, and scale of Better’s rapidly expanding in-house title insurance agency.  

The Customer Solutions Analyst will be responsible for fostering an industry leading customer-first experience, and will interact with customers, third-party partners, and internal teams across the organization in order to ensure operational excellence. The ideal candidate will be detail oriented and able to execute day-to-day operations without losing track of strategy and long-term initiatives.

The ideal candidate is a highly organized, data-obsessed, results-driven professional seeking an opportunity to make an immediate impact on customer experience.

Responsibilities will include:

  • Serve as the primary liaison between the customer, Sales, Operations, and external vendors to execute operational efficiencies and strategy 
  • Track customer feedback, analyze data trends and isolate key customer issues
  • Partner with Product and Operations teams to implement high-impact process improvements 
  • Advocate for the customer by identifying and implementing best-in-class customer support practices for managing inquiries and resolving escalations 
  • Build, track, and monitor key performance indicators and service level agreements; proactively identify issues and execute solutions 

About you:

  • 1+ years of work experience in an analytical, fast-paced role
  • Impeccable written and verbal communications skills; ability to effectively communicate complex concepts to others 
  • A results driven, self starter who is able to manage conflicting priorities and acts with urgency to produce results 
  • Ability to maintain composure in dynamic and high-pressure situations 
  • Excellent critical thinking and deductive reasoning skills; seeks out complex problems 
  • Data driven mindset; understands the importance of data to measure and track performance 
  • Strong deck building and presentation skills; proficient in Microsoft Excel and PowerPoint
  • Experience with SQL is a plus 
Read Full Job Description

Location

Across the street from the tallest building in the western hemisphere.

An Insider's view of Better.com

How would you describe the company’s work-life balance?

It's not a secret that at a successful start-up, you have to work hard. That's why we have a very liberal work-from-home and unlimited PTO policy at Better. We know that people perform their best when they're happy and healthy, and emphasize that your individual needs being met are what helps meet the needs of our customers.

David

Sales

What does your typical day look like?

First, I glance at emails and my calendar. Then, I put in my free Seamless order (lunch and dinner is covered). I then use the first few hours of my day for deep thinking and problem solving where I sit with my notebook to brainstorm and sketch out ideas and initiatives. After lunch is when I have all of my meetings with teams in the US and India.

Jillian

Collateral

How has your career grown since starting at the company?

I started as an Office Manager from Undergrad. A year later, I became a Customer Experience Associate for our Mortgage Operations team, and 3 months after that, I managed a team of 10 associates. Two years later, I found myself as a Customer Experience Strategist. I've had the opportunity to grow tremendously within and outside of my roles.

Kristin

Customer Experience Strategist

What are Better.com Perks + Benefits

Better.com Benefits Overview

Life/work, not work/life- All work and no play is a recipe for a breakdown. So we give our team members unlimited time off.

Community Feels- Happy hours, birthday parties, book clubs, and more. We believe in building a community, not just a company.

Tools of the Trade- From cozy couches to new computers, Better provides whatever you need to help us succeed.

Full Health Bars- We take care of our own. Better offers fully funded health, dental, and vision benefits, as well as a 401k plan and up to 20 weeks paid parental leave.

Food For Days- Hungry employees aren’t happy employees. That’s why Better team members get free lunch, dinner, and snacks. Every. Single. Day.

Competitive Compensation- Cash and equity. If you care about that sort of thing. Which we do.

Culture
Friends outside of work
Eat lunch together
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
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