Account Specialist

Onsite Expectations

This role follows a hybrid work arrangement. The expected onsite schedule is:

Onsite for the first 90 days.

About the role

• Drive revenue growth and customer acquisition by proactively managing new product inquiries and guiding homeowners through the application process. Focused on lead conversion.
• Maximize conversion rates by leveraging high-volume phone, email, and chat interactions to build rapport, address needs, and resolve concerns effectively.
• Collaborate within a high-energy, performance-driven team to deliver a seamless customer experience in a fast-paced, results-oriented environment.
• Consultatively guide homeowners through complex financial decisions, clearly explaining the value proposition to instill confidence throughout the application journey.
• Remove friction from the decision-making process by proactively identifying potential roadblocks and providing timely, actionable solutions for homeowners.
• Act as a trusted advisor to homeowners, ensuring they feel empowered and well-informed to make the best financial choice for their unique situation.

Your responsibilities

• Serve as the primary, consultative engagement point for homeowners, delivering a high-touch experience that guides them seamlessly from initial inquiry to application.
• Articulate Point’s value proposition clearly and persuasively, educating homeowners on product benefits while identifying and capitalizing on opportunities for conversion.
• Proactively manage the full lifecycle of homeowner interactions, providing expert support for underwriting inquiries, application status updates, and complex problem resolution.
• Function as a trusted financial guide, orchestrating effective handoffs to Account Managers by booking high-quality product calls and facilitating smooth transitions.
• Cultivate long-term client loyalty through empathetic, premium service that balances operational efficiency with a genuine commitment to the homeowner's financial goals.
• Leverage client feedback to assist in refining application workflows and pilot initiatives, directly contributing to departmental conversion and retention targets.
• Dedicate the majority of daily operations to active communication (phone, email, chat), ensuring consistent accessibility and responsiveness to prospects and existing clients.

About you

• 2+ years of customer service experience in Financial Services, Account management or sales experience
• 2+ years of sales and account management experience is required
• Strong business to consumer written and communication skills is a must
• Experience working with Google Suite, Slack, Salesforce or any similar tools
• Demonstrated success in a customer facing and sales role
• Bachelor's degree in business, finance or a related field is preferred

Skills

• Consultative Selling & Negotiation: Ability to listen to homeowner needs, diagnose financial situations, and present value-based solutions that lead to mutually beneficial agreements.
• Objection Handling & Closing: Proactively identifying barriers, addressing concerns with empathy and fact-based responses, and guiding prospects toward a confident decision.
• Sales Velocity & Results-Orientation: Focus on moving leads through the funnel efficiently and prioritizing high-impact activities to meet or exceed conversion targets.
• Consultative Communication: Clearly articulating product value while guiding customers toward informed decisions.
• Pipeline Management: Organizing lead follow-ups and nurturing relationships to maintain a productive sales funnel
• Financial Acumen: Demonstrating a strong understanding of financial services to build client trust and credibility.
• Results Orientation: Maintaining a focus on hitting performance targets and driving conversions while upholding excellent service standards.

Competencies

• Customer-Centric Growth Mindset — Emphasizes that you aren't just serving customers, but using that service to drive growth and repeat business.
• Emotional Intelligence (EQ) — This is a critical sales skill for reading a prospect, building trust quickly, and navigating sensitive financial conversations.
• Strategic Adaptability — Sales environments change rapidly; this highlights an ability to pivot approaches when a deal is stalled or a new objection arises.
• Consultative Resilience: Maintaining high energy and persistence to effectively guide clients through complex processes and overcome objections.
• Strategic Communication: Using a personable, professional approach to influence outcomes through clear, persuasive, and transparent dialogue.
• Analytical Problem Solving: Thinking critically to identify root causes and implement effective, durable solutions for complex client inquiries.