SmartSale Concierge

SmartSale Concierge
The SmartSale Concierge is the first point of contact for homeowners exploring SmartSale, and the person who guides them from that first conversation through listing and sale. Most homeowners are referred by their mortgage servicer; others come to us directly. Many are navigating financial hardship, and some are facing foreclosure. The Concierge positions the value of SmartSale, qualifies the opportunity, builds confidence, and stays with the homeowner through the entire transaction — working closely with local agents and, where applicable, the Short Sale Coordination team. The ideal candidate is performance-oriented, thrives in a fast-moving sales and customer success environment, genuinely enjoys working with customers, and is motivated by helping people through a difficult moment.
Openings exist on both the Servicer Program (homeowners referred by mortgage servicers) and the Retail Program (homeowners who come to us directly).
Key Responsibilities
Homeowner Engagement & Conversion

Serve as the first point of contact for homeowners, responding quickly and with empathy to new referrals and inbound inquiries
Position the SmartSale value proposition clearly, and help homeowners understand their options, the process, timelines, and their responsibilities — without providing legal or financial advice
Qualify and triage opportunities, identifying the right selling path and escalating complex situations
Drive timely, persistent follow-up across an active pipeline; overcome objections and keep homeowners moving forward with confidence
Build trust with homeowners who may be under significant financial and emotional stress, maintaining professionalism throughout
Follow applicable communication and consumer protection requirements, including outreach rules such as TCPA and CAN-SPAM

Listing & Pricing Outcomes

Own your results against conversion targets, with a particular focus on getting homeowners listed quickly and listed at the right price
Lead pricing conversations grounded in market data and local agent input, and set realistic expectations with homeowners
Reduce time from first contact to live listing by removing friction and anticipating blockers
Flag pricing issues — list price versus valuation, needed reductions, slow offer activity — early enough to act on them

Agent & Cross-Functional Partnership

Work closely with local agents to pair homeowners with the right agent and keep the transaction moving
Coordinate with the Short Sale Coordination team on files requiring servicer approval, keeping homeowners informed throughout
Provide clear, documented handoffs at each stage, so nothing is lost between Concierge, agent, and Short Sale
(Servicer Program) Provide status updates to servicer partners on referred homeowners and escalate issues as needed
(Retail Program) Where a homeowner arrives without servicer involvement, help engage the servicer and bring them into the process

Pipeline Discipline & Process

Maintain accurate, current CRM records, notes, and status across every active file
Manage a high-volume pipeline with strong prioritization and follow-through
Surface process, script, and tooling improvements based on what you hear from homeowners and agents

Knowledge, Skills & Abilities

Customer-facing sales or customer success skill in a high-touch, relationship-driven setting
Strong verbal and written communication, with the ability to explain a complex process simply
Comfort with objection handling, persistence, and driving to a decision without pressuring a vulnerable customer
Genuine empathy and professionalism with homeowners experiencing hardship
Metric-driven: motivated by conversion, speed, and quality targets
High attention to detail and strong follow-through across many concurrent files
Sound judgment on compliance boundaries, including not giving legal or financial advice
Proficiency with CRM (Salesforce or equivalent), Microsoft Office Suite, and call and communication tools

Qualifications
Required

3+ years in quota carrying customer-facing sales, customer success, account management, loss mitigation, mortgage servicing, or real estate role
Demonstrated track record of meeting conversion, sales, or service targets
Experience managing a high-volume pipeline or caseload with competing deadlines and persistent follow-up
Strong verbal communication and the ability to build rapport quickly over the phone
Coachable, with a demonstrated ability to take feedback and improve
Availability to support standard business hours with flexibility as needed to meet servicer and homeowner deadlines

Preferred

Track record of meeting or exceeding conversion, sales, or service targets
Experience managing a high-volume pipeline or caseload in a CRM
BA/BS degree or equivalent experience
Experience working with distressed or hardship customers, or in a servicer, default, or loss mitigation environment
Familiarity with short sales, foreclosure alternatives, or REO
Experience in a real estate marketplace, proptech, or high-volume sales organization

Compensation
$60,000 - $80,000 annual base salary, plus a target incentive opportunity of 25% of base salary. The annual incentive is tied to team conversion, listing outcomes, and service performance results. The salary range reflects what Auction.com reasonably expects to pay for this role and may vary based on skills, experience, and geographic location.
Auction.com also offers a comprehensive benefits package for eligible employees, including (but not limited to):

Medical, dental, and vision insurance.
Auction.com contributes an amount equal to 25% of your eligible contributions in our 401k plan.
Paid Time Off (PTO), including 12 paid holidays.

The availability and value of benefits may vary and are subject to the terms and conditions of the applicable plan documents.
The Company reserves the right to modify compensation and benefits programs at any time, consistent with applicable law.
Learn more about our benefits and culture at:https://www.auction.com/lp/careers/
About Auction.com and SmartSale
Auction.com is the nation's leading online marketplace for distressed real estate, connecting sellers, servicers, and millions of registered buyers through technology built for transparency and speed. SmartSale™, powered by Auction.com, extends that marketplace to homeowners who need a better path to sell, including those facing financial hardship. It offers multiple selling pathways, such as auction and direct offers, supported by local agents and a dedicated team. Our work helps sellers protect their equity and gives servicers a documented, compliant route to resolution.
Equal Opportunity Employer
Auction.com is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other characteristic protected by applicable law.
To all recruitment agencies: Auction.com does not accept agency resumes unless you are part of our preferred partner network. Please do not forward resumes to our jobs alias, Auction.com employees or any other company location. Auction.com is not responsible for any fees related to unsolicited resumes.
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