JR. Account Executive

Full-time - Entry Level

Dallas, TX

About the position

The Junior Account Executive role is designed to be a trainee position for an Account Executive role. The Junior AE role will require that the Account Manager I duties have been satisfactorily performed. In addition to the Account Manager responsibilities, AE training will also be implemented during the Junior AE’s tenure with eventual succession into the Account Executive role (upon management discretion). The role involves identifying and understanding the Client’s issues and needs in order to quickly escalate them to the appropriate team to finalize the solution for the Client. Responsibilities include answering all inbound phone calls, e-mails, and chats that come into the Wholesale Sales Support team with a great attitude, ensuring clients are left with a timely and memorable experience. The Junior AE is responsible for identifying and escalating each Client issue within the prescribed timeframe from when it is received, clarifying the Client’s issue, and tracking appropriately within in-house systems. The role also involves simplifying Client issues and providing feedback to the appropriate team leaders affected by the issue at hand, in order to improve client service and processes.

Responsibilities

• Perform Account Manager I duties satisfactorily.
• Participate in AE training during tenure.
• Identify and understand Client issues and needs.
• Escalate Client issues to the appropriate team.
• Answer inbound phone calls, e-mails, and chats.
• Ensure clients have a timely and memorable experience.
• Identify and escalate Client issues within prescribed timeframe.
• Clarify Client issues and track them in in-house systems.
• Simplify Client issues and provide feedback to team leaders.

Requirements

• 2 years Mortgage Customer Service experience or service industry experience.
• Successful track record with Customer Service.
• Strong ability to remain calm and positive in stressful situations.
• Resourceful when problem-solving and able to think outside of the box while following the process.
• Ability to multi-task, prioritize, and quickly solve problems.
• Know when to escalate an issue and to the appropriate team.
• Strong judgment skills.
• Ability to simplify and include all details for feedback.
• Proficient with the entire Microsoft Suite and LOS experience preferred.