Client Success Manager

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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