Client Success Manager

Job Description

FocusOne Mortgage Solutions is looking for a Client Success Manager (Business Development Representative) to assist and train current clients and build our client base.

POSITION SUMMARY:

The Business Development Representative (BDR) serves as the primary point of contact for FocusOne Mortgage Solutions, tasked with generating mortgage loan applications from designated retail (full-service) and third-party origination mortgage accounts. Additionally, the BDR is responsible for fostering and maintaining strong, positive relationships with these mortgage accounts.

ESSENTIAL DUTIES and PERCENT OF TIME SPENT:

Initial Outreach and Relationship Building

Initiate conversations with decision-makers to introduce FocusOne Mortgage Solutions' loan products and tools.

Build rapport with clients to establish trust and interest in FocusOne Mortgage Solutions' loan products.

Address objections and provide education on the value and benefits of FocusOne Mortgage Solutions' loan products.

Establish strong relationships with training staff, scheduling regular monthly visits to train branch and call center personnel on available products and tools to drive business across all credit union channels.

Lead regular training sessions with branch and call center teams to ensure they are knowledgeable about the products and tools.

Develop and maintain positive, influential relationships with individuals at all levels within the credit unions.

Marketing

Collaborate with the marketing teams at credit unions to acquire member information for the FocusOne Mortgage Solutions CRM.

Assist with new client onboarding and conduct training sessions for client staff.

Organize and lead Home Mortgage Seminars for client membership bases and participate in industry-related events, such as credit union functions, chapter meetings, conferences, and trade shows, as directed.

Represent the company at community events in partnership with credit unions.

Evaluate the delivery of mortgage products at branch locations and coordinate with credit union marketing teams to ensure FocusOne Mortgage Solutions' materials are effectively displayed.

Reporting

Participate in weekly activity meetings with supervisor and/or operations management.

Submit an end-of-week report every Monday detailing the previous week’s activities to the supervisor.

Review origination reports with each client's decision-makers, discussing strategies to boost mortgage volume.

Occasional Duties and Responsibilities

Attend internal training and development sessions.

Stay updated on job knowledge by participating in product and service educational opportunities, as directed.

Perform other duties as assigned.

KNOWLEDGE:

Industry and Market Knowledge

Understand the industry in which the company operates, including key trends, challenges, and opportunities.

Awareness of the competitive landscape and the company’s positioning relative to competitors.

Company Product/Service Knowledge

Deep understanding of the company’s products, services, and value proposition.

Ability to articulate how the company’s offerings solve customers' problems or meet their needs.

Sales Process and Methodologies

CRM and Sales Tools

Proficiency in using CRM systems (e.g., Salesforce, HubSpot) to track leads, interactions, and sales activities.

Customer Personas and Pain Points

Knowledge of the target audience’s demographics, pain points, and business challenges.

Ability to tailor messages to resonate with different personas within organizations, including decision-makers and influencers.

Marketing and Lead Generation Tactics

Basic understanding of marketing strategies that complement business development efforts, such as content marketing, social media, and email campaigns.

Awareness of how inbound and outbound lead generation works.

SKILLS:

Communication Skills

Verbal Communication: Strong phone and face-to-face communication skills for engaging with prospects and delivering pitches clearly and persuasively.

Written Communication: Ability to craft compelling emails, LinkedIn messages, and other outreach materials to grab prospects' attention.

Active Listening

Ability to listen carefully to understand a prospect's challenges, objections, and needs, then tailor responses accordingly.

Use active listening to uncover information that can help qualify the lead.

Relationship Building

Skill in building rapport and trust with potential clients and maintaining positive relationships with internal teams (e.g., sales, marketing).

Capable of establishing credibility quickly in initial conversations with prospects.

Time Management and Organization

Effective at managing time, prioritizing tasks, and balancing multiple responsibilities such as outreach, follow-ups, and reporting.

Organization skills to keep track of leads, interactions, and next steps in a CRM system.

Problem-Solving and Critical Thinking

Able to analyze a prospect's business needs and challenges and offer potential solutions through the company’s products or services.

Creative thinking to overcome objections or roadblocks in conversations with prospects.

Resilience and Adaptability

Thick skin and the ability to handle rejection professionally, moving forward with persistence.

Flexibility to adapt to changes in product offerings, market conditions, or sales tactics.

Presentation Skills

Comfort with presenting products or services to clients during calls, demos, or meetings, ensuring a professional and engaging delivery.

Analytical Skills

Ability to analyze performance metrics (e.g., number of qualified leads, conversion rates) and adjust strategies to improve results.

Comfortable with data-driven decision-making and understanding lead conversion metrics.

Negotiation and Persuasion

Skilled at negotiating meeting times, securing initial conversations, and persuading prospects to consider the company’s offerings.

EXPERIENCE:

1-2 years of sales or customer service in a related field is preferred.

Mortgage loan origination experience is preferred.

Experience working in a fast-paced environment, handling a high volume of client interactions, and managing multiple tasks simultaneously.

Experience working closely with account executives or senior salespeople.

Experience working with other departments, such as marketing, product, or operations, to align efforts and ensure smooth handoffs in the sales pipeline.

Experience attending industry conferences, trade shows, or networking events.

Experience participating in or hosting webinars, seminars, or workshops.

Experience analyzing sales performance metrics (e.g., lead conversion rates and pull-through rate) to improve lead qualification and loan fundings.

Experience generating reports on sales activities, such as Monthly progress reports, to track and assess performance.

Exemplary organization, communication, and presentation skills required.

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