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Client Success Analyst

Remote

 

🏡 About Us
At eLEND, we’re modernizing mortgage — combining human expertise with smart automation and AI-powered tools to create faster, simpler, and more personalized home financing experiences. We believe technology is only as powerful as the people behind it, which is why we’re building a team that values innovation, accountability, and inclusion. Every role here is a chance to be part of shaping the future of mortgage.

✨ Why This Role Matters
As a Client Success Analyst at eLEND, you’ll play a critical role in ensuring our clients have a seamless and positive experience. You’ll serve as a key point of contact, guiding clients through onboarding, resolving technical and process-related inquiries, and proactively identifying opportunities to improve client satisfaction and retention. Your work directly contributes to building long-term, trusted relationships with our partners.

🛠️ Key Responsibilities

  • Serve as the primary point of contact for client inquiries, delivering timely and accurate support

  • Onboard new clients and guide them through eLEND Loan Center setup and product utilization

  • Troubleshoot and resolve client issues, escalating complex cases to appropriate teams (Loan Programs, Loan Registration, Pricing, Disclosures, AUS, etc.)

  • Proactively reach out to clients during the application process to gather feedback, ensure satisfaction, and support handoff to Sales

  • Conduct training sessions and product demos (Loan Registration, Pricing, Disclosures, Program Presentations)

  • Monitor client engagement, identify at-risk accounts, and implement retention strategies

  • Maintain accurate records of client interactions, issues, and resolutions in the CRM system

  • Collaborate with Sales, Operations, and Product teams to advocate for client needs and drive process improvements

  • Analyze client data to identify trends, pain points, and opportunities for service enhancements

  • Prepare reports on client satisfaction, retention, and performance metrics

  • Stay current on eLEND’s products, services, and industry best practices

🎯 What You Bring

  • Excellent interpersonal and communication skills (written and verbal)

  • Strong customer-centric mindset and passion for helping others

  • Highly organized with the ability to manage multiple accounts simultaneously

  • Foundational knowledge of mortgage or financial services required (Loan Registration, Loan Officer Assistant experience, AUS, Disclosures)

  • Strong problem-solving skills and a proactive approach

  • Proficiency in CRM tools and Microsoft Office Suite

  • Ability to clearly explain complex information in a simple, patient manner

  • Collaborative team player with cross-functional communication skills

  • No certifications required — just curiosity, drive, and a willingness to learn

📆 A Day in the Life
No two days are the same, but you’ll typically find yourself:

  • Guiding clients through onboarding and training sessions

  • Troubleshooting technical and process-related issues

  • Monitoring client engagement and resolving concerns

  • Partnering with Sales and Operations to improve workflows

  • Preparing reports and analyzing client data for insights

🤝 Interview Process
We aim to respect your time and ensure alignment every step of the way.

  1. Intro Call: 15–30 minutes with Talent to learn about your goals and share details about the role

  2. Hiring Manager Interview: A deeper dive into your skills and client success experience

  3. Team Conversation: Meet the team and learn about collaboration and expectations

  4. Final Conversation: Align on values, responsibilities, and next steps
    Timeline: Typically 2–3 weeks end-to-end.

💼 Growth Path
Your career growth matters to us. From Client Success Analyst, you could grow into roles like:

  • Senior Client Success Analyst or Team Lead

  • Sales Enablement or Training roles

  • Product Specialist or Solutions roles

  • Cross-functional opportunities in Operations or Marketing

💰 Compensation & Benefits

  • $50K–$64K (commensurate with experience)

  • Comprehensive health, dental, and vision benefits

  • 401(k)

  • Generous PTO and paid holidays

  • Hybrid or remote work options (2–3 days onsite per week, based on role needs)

  • Tech-forward tools to simplify your workflow

🌈 Equal Opportunity for All
At eLEND, we recognize and celebrate the value diverse perspectives bring to our team. We’re an equal opportunity employer, committed to making hiring decisions based on talent, experience, and potential — regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

💬 Ready to Join Us?
If you’re client-focused, proactive, and excited to build strong relationships in a fast-paced environment, we’d love to hear from you. Apply today and help us shape the future of mortgage client success.

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