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Broker Experience Manager

San Francisco, CA / Remote

Broker Experience Manager

Kiavi, formerly known as LendingHome, is one of the largest lenders to real estate investors in the United States. With Kiavi’s technology platform and innovative financing solutions, real estate investors are empowered to make informed decisions, close deals faster, and realize the full potential of their real estate investment strategies.

The Team 

Founded in 2013, Kiavi is committed to helping customers revitalize approximately $25 trillion worth of aged U.S. housing stock and provide move-in ready homes and rental housing for millions of Americans across the country.  We have funded $7.8 billion dollars worth of loans across about 35,000+ projects, becoming one of the nation's largest bridge loan lenders. 

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Combining our technology and industry expertise, Kiavi has grown to a team of over 400 and has won many awards over the years including Forbes Fintech 50, Finovate Awards: Best Digital Mortgage Platform, Fast Company’s Most Innovative Companies, and many more

Loans funded: More than $7.8 billion

Geography: Lends in 27 states plus Washington, D.C., which account for more than 80% of the nation’s real estate market

Homes financed: About 35,000

Principal and interest returned to investors: More than $5.18 billion

Employees: Over 400 employees

This position can be based anywhere in the United States—remote or in-office. Our hybrid distributed workforce philosophy allows us to find the best talent in the country and build diverse teams, while allowing our colleagues to work from the location that works best for them. For those who prefer to work in-office, we have locations in San Francisco and Pittsburgh. We also plan to use these spaces to bring together teammates to drive creativity and innovation.


The Role

The Kiavi Broker Experience Team is a team within Customer Experience. This team is tasked with finding, acquiring, on-boarding, and retaining key high tier brokers The Customer Experience  team is rooted in three core principles; Doing the Right Thing, Commitment to Excellence and Winning as a team. Kiavi is seeking an experienced relationship manager who thrives in serving customers to maximize their potential. This person should thrive in chaos, be a self starter, result-oriented, able to build and scale a book of business, and when in doubt always do right by the customer. As a Kiavi Broker Experience Manager, you will be responsible for delivering a best-in-class broker experience while ensuring Kiavi is the selected partner for our brokers’ clientele. Through our commitment to service and best-in-class technology, you will be responsible for acquiring, retaining and growing your brokers’ business with Kiavi and demonstrating why Kiavi is the best partner to serve their business needs.


  • A Broker Experience Manager will be responsible for increasing Kiavi's value with each broker by:

    • Establishing deep rooted relationships with our brokers - building rapport, understanding how each broker’s business operates, and how Kiavi can help their unique business needs
    • Learning which financing option’s each broker offers their clients, and how our program can deliver the best in class solution for their borrowers
    • Becoming a market expert on our competition and what different lenders are offering our brokers for financing
    • Building a book of business of brokers via fielding new requests from new brokers, warm referrals from our direct team, and marketing events
    • Setting expectations and educating each broker on our requirements of our credit policy and ensuring high quality loans are submitted to Kiavi 
    • Screening applications to ensure a high quality threshold
    • Finding a way to help brokers bring repeat business and establish incremental growth to each broker account
    • Able to develop key relationships with our processing, valuation, underwriting, and closing departments as they are crucial to our loans getting closed

    The Broker Experience Manager will be a critical member of a larger team with the following responsibilities:

    • Partnering with your broker’s to ensure their borrowers qualify for our loan program by educating the broker on what required documentation their borrowers will need to provide our processing and underwriting team
    • Work with our third party AMC provider for our brokers borrowers appraisal, set expectations with brokers on timelines of when the completed appraisal will be delivered
    • Help mitigate valuation issues with our valuation department and brokers 
    • Able to work cross functionally within Kiavi's internal teams during the loan process for your broker (Processing, Valuation, Underwriting, and Closing departments)
    • Deliver and own communication for material Kiavi updates (e.g. new state licensing, new product, process changes, credit policy)
    • Identify and win opportunities within assigned accounts
    • Support and empower to your teammates in order to win as a team 


  • Minimum of a Bachelor’s degree or equivalent experience in business or a departmentally related field
  • 2 or more years of experience in SaaS, quota-carrying sales role
  • Prior mortgage lending experience, working with Broker's 
  • Willing and comfortable with strategic outbound prospecting
  • Foster a spirit of teamwork and collaboration among department members
  • Familiarity or experience with Salesforce or other CRM platform
  • Self starter who excels in a fast paced agile software development environment
  • Excellent interpersonal relationship building skills along with communication skills

Benefits and Perks 

  • Product Ownership: All employees think like an owner because all employees own equity in the company and play a critical role in making our business great.
  • Health Insurance: Our medical, dental, and vision plans are completely free for employee-only coverage, and the company pays 80% of the total premium for dependents.
  • Whole-Person Wellness: Anyone can schedule no-cost unlimited virtual therapy sessions, use a monthly subsidy for fitness facilities, and access reimbursements for fertility services.
  • Retirement Savings. Employees who participate in our “no fee” 401(k) receive an immediately-vested 
  • employer match on 100% of contributions up to 3% of compensation. 
  • Career Growth: We foster an environment that encourages opportunities to use your voice, do better for our customers and each other, and support your career journey.
  • Flexible Time Off: With no cap on the number of days of PTO each year, employees are encouraged to enjoy a well-rounded lifestyle with work, travel, and family.
  • Paid Leaves: You’re immediately eligible for up to 12 weeks of paid leave each year to bond with a new child (mothers & fathers) and up to 8 weeks for medical or caregiver leave so you come back ready to deliver high-impact results.
  • Remote-First: We win together while still being fully remote, and each employee receives a stipend for 
  • their home office setup and a monthly allowance to help with the cost of internet/phone.


Kiavi in the News:

Forbes: The Future Of Real Estate: Fintech 50 2019 and Real Estate on a Threshold of a “Moneyball” Moment

HousingWire:  2019 HW Tech100 Winner: LendingHome

Pittsburgh Business Times: Voted a “2019 Best Places to Work” and won first runner-up in large company category

Mortgage Professional America: LendingHome surpasses $5 billion in loans in five years

Pittsburgh Business Times: San Francisco fintech aggressively expands, looks to hire in Pittsburgh

Curbed: How Wall Street, Silicon Valley Institutionalized Home Flipping

Job ID: 3663861
Employment Type: Other