Re/Max International

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Senior Client Success Agent

at Re/Max International

Posted: 2/23/2019
Job Status: Full Time
Job Reference #: a7de4490-83c5-4881-9427-f643a163e513

Job Description

The Motto Senior Client Success Agent monitors and resolves day-to-day requests for customer service related to our franchisees’ mortgage brokerage tools and services portfolio. S/he will review, investigate, resolve, and communicate the resolution of tickets received by the Motto Client Success Team (CST) in compliance with our Motto Mortgage Service Line Agreements. S/he is a subject matter expert on the needs of Motto franchisees, has expertise in the various processes and tools that the franchise utilizes, and is capable of guiding customers’ use of these products. Additionally, s/he serves as a system administrator and content curator for mortgage-related and marketing software.

The Motto Sr. CSA provides technical support—primarily to mortgage brokerage loan originators—including training and troubleshooting of systems, functionality, and processes for the following technology products: 

  • Encompass – Motto loan origination system
  • Total Expert – Motto marketing operating system
  • Microsoft email
  • Zoom webinar software
  • Templated office websites
  • Other loan origination tools
  • Other marketing-related mortgage tools and services

Essential Duties:

  • Resolve Motto Client Success Team (Motto CST) support tickets from Brokers, Loan Originators, and other support staff
  • Receive phone calls identifying issues from customers and create a support ticket
  • Deliver technology support through individual phone conversations, emails, and webinars
  • Maintain firm understanding of the mortgage brokerage industry including the life cycle of a loan, transaction types, transaction parties, disclosures, typical marketing activities, and
    key mortgage compliance requirements
  • Serve a system administrator role in Encompass LOS or Total Expert CRM
  • Investigate and isolate user errors from system issues; resolve configuration issues or escalate true bugs to higher tiers of support
  • Curate templates and other media assets in marketing systems including CRM
  • Craft multimedia job aids, troubleshooting documents, and other support guides
  • Update and distribute recurring reports of support activity KPIs
  • Adhere to defined Service Line Agreement, Customer Data Protection Policy, Incident Management procedures, and Audit control processes
  • Cross-train Motto Client Success Agents on an ad hoc basis
  • Assist with technology implementation projects as assigned
  • Provide prompt, warm, and memorable service


  • Active Mortgage Loan Originator, Assistant, or Processor license preferred but not required



  • Minimum 3 years experience in a customer-service role
  • Preferred: 1 year(s) experience as a loan origination system user
  • Preferred: 1 year(s) experience as an IT Help Desk agent
  • Preferred: 1 year(s) experience as an information system administrator
  • Applicants should be prepared to share samples of professional correspondence
  • Ideal candidate can articulate the differences between retail mortgage and mortgage brokerage
  • Ideal candidate has been a financial-industry IT help desk agent, loan officer assistant, or loan processor and seeks to leverage loan-level experience into a corporate role with room for growth into various franchising, training, mortgage marketing, and loan operations functions

Motto Mortgage is a different kind of mortgage organization that provides clarity and personalized guidance to home buyers who deserve an advocate. It’s a groundbreaking concept that connects a real estate brokerage to a separate, franchised mortgage brokerage, providing the one-stop shop homebuyers want and the experience they deserve. The new mortgage brokerage franchise model is the first of its kind in the United States and is offered by Motto Franchising, LLC, the second member of the RE/MAX Holdings, Inc. family of brands. It brings opportunity to consumers, brokers, loan officers and real estate agents. Each office is independently owned and operated.

RE/MAX LLC and Motto Mortgage are an equal opportunity employer committed to diversity and inclusion, as well as non-discrimination in employment. All qualified applicants receive consideration without regard to race, color, religion, gender, sexual orientation, national origin, age, veteran status, disability unrelated to performing the essential task of the job or other legally protected categories. All persons shall be afforded equal employment opportunity.