mellohome Concierge Specialist - TEMP

mello Home Services | Irvine, California


Position at mello Home Services

Position Summary: 

Responsible for serving as the primary point of contact for the melloHome network ecosystem including consumers, real estate agents, real estate brokers, and loanDepot loan officers. Responsible for monitoring the engagement between all melloHome parties from the real estate referral process to the final close of escrow. Provides feedback as needed, remediating issues and following-up with any outstanding items to help ensure a great consumer experience in shopping for a home. 


  • Plays a Relationship Manager role, becoming the primary communication hub between all the melloHome participants (consumers, in-network estate agents/brokers, loanDepot loan officers).
  • Acts as the initial point of contact for any questions, concerns or to explain the home buying or selling process between the parties.
  • Reminds and enforces in-network SLAs as agreed-upon by real estate agents and brokers.
  • Gathers any additional agent or broker information that may assist in home buying or selling process (via the agent/broker application).
  • Identifies, assesses, and remediates any issues among all parties.
  • Responsible for “lead nurturing from initial contact to buying/selling through the close of escrow” by receiving qualified purchase and/or selling leads (“consumers”) from loanDepot loan officers and/or other melloHome lead sources, introducing themselves to the consumer to nurture the buying and/or selling process through the close of escrow.
  • Identifies the best in-network real estate agents fit for the respective consumer. In the case where an in-network real estate agent cannot be identified, works with the loan officer or Concierge Support and Client Services to identify an alternate.
  • Responsible for all transaction milestones by tracking initial handoff from Concierge Support; tracking the updating of home search statuses (still searching, no longer interested, purchase contract accepted, etc.), and working with both the consumer and the in-network agent to drive the buying and/or selling process and facilitate the close of escrow to meet target closing dates.
  • Gauges customer satisfaction via surveys, emails, phone calls throughout the home purchase process and provides feedback to both the in-network agents and the loan officer. 


  • 1+ years of Mortgage Industry experience preferred.
  • Commutable distance to work a hybrid schedule of 4 days in the Irvine, CA office & 1 day Remote (typically Fridays).
  • Demonstrates knowledge of, adherence to, monitoring and responsibility for compliance with state and federal regulations and laws as they pertain to this position.
  • Maintains a high level of focus on minor details when describing the melloHome processes to external partners; ability to document notes in a formalized structure
  • Ability to analyze issues and implement unconventional solutions; can problem solve in real time.
  • Ability to effectively communicate with multiple parties across various businesses and interacts with customers in a friendly, concise, and professional manner.
  • California Real Estate license REQUIRED. 

Why work for #teamloanDepot: 

  • Competitive compensation package based on experience & work history.
  • Inclusive, diverse, and collaborative culture where people from all backgrounds can thrive.
  • Work with other passionate, purposeful, and customer-centric people.
  • Comprehensive benefits package including Medical/Dental/Vision.
  • Wellness program to support both mental and physical health.

About loanDepot: 

loanDepot (NYSE: LDI) is a digital commerce company committed to serving its customers throughout the home ownership journey. Since its launch in 2010, loanDepot has revolutionized the mortgage industry with a digital-first approach that makes it easier, faster, and less stressful to purchase or refinance a home. Today, as the nation's second largest non-bank retail mortgage lender, loanDepot enables customers to achieve the American dream of homeownership through a broad suite of lending and real estate services that simplify one of life's most complex transactions. With headquarters in Southern California and offices nationwide, loanDepot is committed to serving the communities in which its team lives and works through a variety of local, regional, and national philanthropic efforts. 

Base pay is one part of our total compensation package. The base pay for this role is $17/hr. Additionally, this role works a hybrid schedule. Mon-Thursday is onsite in the office, Friday is work from home. 

We are an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.