Account Manager – Non-Bank B2B/B2C at CDL Human Resource, Nairobi

Key Responsibilities

• Manage projects and accounts effectively.
• Oversee transactions from start to finish following the initial training period.
• Supervise account assistants and address any arising issues.
• Engage proactively with external listing agents, homeowners, and internal teams.
• Utilize persuasive negotiation skills to drive actions and resolve objections while maintaining positive relationships.
• Coordinate closing processes and manage stakeholders.
• Act as the primary contact for title firms, attorneys, listing and buyer agents, and homeowners.
• Clearly explain bank approval letters and contract terms.
• Follow up with stakeholders to ensure closing deadlines are met and documentation issues are resolved.
• Handle tense or emotional conversations with professionalism and empathy.
• Ensure all documents are signed, labeled, and tracked appropriately.
• Cross-reference contract terms with HUD line items and compliance requirements.
• Manage digital filing and workflow tracking using tools like Gmail, Sheets, and Adobe Acrobat.
• Support a fast-paced, technology-driven office environment remotely.
• Conduct contract auditing, reverse underwriting, and ensure compliance with B2B standards.
• Audit contracts from buyer agents to ensure compliance with SSC terms and conditions.
• Review buyer submissions and audit supporting financial documents such as pay statements, tax returns, and bank statements.
• Perform reverse underwriting to verify the buyer’s ability to afford the mortgage with a short sale.
• Conduct document auditing and financial analysis, requiring strong mathematical skills.
• Maintain organized records and ensure compliance with paperwork execution.
• Provide exceptional B2B communication and support to buyer agents via email and occasional phone calls.
• Proactively address complex distressed homeownership scenarios for optimal outcomes.
• Perform administrative tasks, including task management, follow-ups, and occasional calls to banks.
• Audit and balance HUD/settlement statements for accuracy.
• Cross-check all figures against contracts, approval letters, and lender/closing requirements.

Education & Communication

• Bachelor’s degree or relevant equivalent experience.
• Equivalent of 16 years of formal English education (reading, writing, speaking).
• Native-sounding English skills from the UK or US are REQUIRED; professional fluency with a neutral, American accent.
• Demonstrated ability to conduct productive persuasive conversations in non-bank B2B/B2C environments.

Experience

• 3+ years in real estate, title, or legal closing environments, or 3+ years managing document workflows and auditing in an office setting.
• Proven track record in contract auditing, underwriting support, accounting, or a related field.
• Experience with HUD/settlement statements is strongly preferred.
• Experience auditing financial documents such as pay statements, tax returns, and bank statements is preferred.
• A background in real estate, mortgage, or financial services is a significant advantage.
• Demonstrated potential to assume account management responsibilities within a few months.