Agent Services, Senior Analyst (REMOTE from South Africa)
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Description
We are one of the first all-remote companies with 2,000+ team members utilizing our virtual office called eXp world. This role is work-from-anywhere in South Africa.
Location: Fully remote from South Africa.
Who is eXp?
Doing the audacious is part of eXp Realty’s DNA. We are a company that rewards creative minds who can offer bold solutions, where opinions matter, anything is possible and the outcome can be revolutionary. As a global full-service real estate brokerage utilizing a 3-D, fully immersive, cloud office environment, offering 24/7 access to collaborative tools & training, eXp has broken the traditional mold of real estate. We are doing big things.
Come join us at eXp Realty – an 8x Glassdoor Best Places to Work organization!
What you will do:
The Agent Services, Senior Analyst is a proactive, highly organized, and detail-oriented professional who thrives in a dynamic, fast-paced virtual environment. This role requires strong interpersonal and communication skills, a customer-service mindset, and the ability to manage sensitive matters with discretion and integrity. The ideal candidate is comfortable navigating complex administrative processes, collaborating across global teams, and working independently to meet deadlines and objectives. A self-starter with a passion for operational excellence, the Senior Analyst will play a key role in driving efficiencies, ensuring compliance, and delivering exceptional support throughout the agent lifecycle—from onboarding changes to offboarding and debt recovery.
What you will do:
Agent Services Responsibilities:
- Receive, process, follow up on, and complete requests for changes to email addresses, names as marketed, sponsorship, team format, and other changes
- Track change requests, ensuring all are responded to and addressed within the expected timeframe
- Support brokerage operations colleagues as needed to keep all systems green
- Attend all meetings and events for the team, department, and company
- Partner with members of the agent services and agent operations team to drive process improvements, streamline processes, and establish best practices for agent services within the country
Collaborate with global colleagues to share best practices and educate on the country's processes - Always act with the utmost integrity and a customer service mindset
Agent Offboarding & Termination Compliance Responsibilities:
- Draft and issue official termination letters to agents, including reasons for termination
- Notify and coordinate with the onboarding team to ensure agents are fully offboarded in systems and records
- Maintain organized records of terminations and communications for audit and compliance purposes
Debt Recovery Responsibilities:
- Track and manage all offboarded agents who have outstanding fees
- Prepare and send relevant details to the debt collection agency to initiate recovery efforts
- Respond to agent or ex-agent queries regarding fees, termination, or debt
How you will grab our attention:
- 2 - 3+ years of related experience; or an advanced degree without experience; or equivalent work experience
- Real estate license preferred, where applicable
- Strong people skills
- Previous real estate or brokerage experience preferred
- Some experience with debt collections or finance principles is an asset
- Experience with CRM or agent management systems preferred
- Background in customer service or operations support roles
- Familiarity with compliance, audit, or regulatory processes
- Experience working in remote or distributed team environments
- Comfort with documenting workflows and using various tools.
What eXp provides:
- Monthly technology allowance via payroll
- Company supplied equipment; laptop, monitor, headset
- Fully remote environment
- Amazing company culture
Competencies:
- Developing professional expertise; applies company policies and procedures to resolve a variety of issues
- Works on problems of moderate scope where analysis of situations or data requires a review of various factors
- Exercises judgment within defined procedures and practices
- Builds productive internal/external working relationships
- Normally receives general instructions on routine work and detailed instructions on new projects
EEO Statement:
We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, eXp is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, state or local law.