ABOUT UNLOCK

Unlock’s mission is to unleash the power of home equity to enrich people’s lives. We do this through a financial solution called a Home Equity Agreement or HEA, an entirely new way to access and utilize home equity. We’re not a lender, so there are no interest charges or monthly payments and homeowners with poor credit or high levels of debt can still qualify. We’re beyond passionate about helping our customers build greater financial resiliency. We are mission driven, consumer centric and our products are designed for the way homeowners want to live their lives today - with flexibility and control.

ABOUT THE ROLE

The Homeowner Support Representative (HSR) is a critical member of the Unlock Technologies team, responsible for the initial engagement with prospective homeowners. As the first point of contact, the HSR must effectively introduce Unlock’s Home Equity Agreement (HEA) solution, building rapport and identifying homeowner needs with a consultative approach. This role requires HSRs to demonstrate sales acumen, empathy, and resilience to generate qualified leads that fuel the company’s growth, contributing directly to Unlock’s mission of providing innovative, debt-free financial solutions for homeowners.

WHAT YOU’LL DO

• Effectively manage an individual lead database and pipeline according to company contact standards.
• Conduct high-volume outbound calls and handle inbound inquiries via phone, email, and live chat to engage prospective homeowners and provide prompt, professional support.
• Support the sales team by managing document collection through phone, text, email, and CX portal requests, ensuring a seamless and efficient process.
• Deliver compelling introductions to Unlock’s HEA product, clearly explaining its benefits compared to traditional home equity loans.
• Qualify leads by assessing homeowner needs, financial situations, and readiness to engage further in the sales process.
• Schedule appointments for senior sales consultants, ensuring a smooth transition of qualified leads.
• Maintain detailed and accurate records of all homeowner interactions within the CRM system.
• Collaborate with sales consultants and marketing teams to refine sales strategies and improve homeowner acquisition efforts.
• Meet or exceed monthly performance targets related to call volume, lead conversion, and appointment setting.
• Continuously improve knowledge of Unlock’s products, market trends, and competitors to effectively position HEA solutions.