USA Remote Account Manager – Non-Bank B2B/B2C

Job Title:USA Remote Account Manager – Non-Bank B2B/B2C

Location: Fully Remote — Kenya-based professional supporting a U.S.-based real estate services company

Employment Type: Full-Time, 40 hours per week

Schedule & Availability: Monday–Friday, 9:00 AM–7:00 PM U.S. hours, with core coverage for Central and Mountain Time Zones and reliable availability during U.S. business hours

Weekends & U.S. Holidays: Off

Contract Term: 12 months, renewable based on performance, business needs, and mutual fit

Role Level: Experienced / Senior Individual Contributor with a path to full Account Manager ownership

Position Summary

The Account Manager – Non-Bank B2B/B2C is a senior, hands-on role combining:

● Transaction coordination

● Account management

● Contract auditing

● Financial document review

● Reverse underwriting support

● B2B and B2C communication

● Problem-solving

● Stakeholder accountability

The successful candidate will eventually own transactions from beginning to end and serve as a trusted point of contact for listing agents, buyer’s agents, homeowners, title firms, attorneys,and internal team members.

This role requires someone who can work through complex situations without needing constant direction.

The right candidate will demonstrate:

● Candidates with a clear, professional U.S.- or U.K.-style English accents are preferred.

● Excellent English communication skills

● Higher-level critical thinking

● Strong independent judgment

● Ability to work efficiently without close supervision

● Experience working remotely

● Ability to perform effectively in a fast-paced environment

● Strong attention to detail

● Ownership and follow-through

● Ability to understand complex situations and determine the appropriate next step

● Confidence communicating with experienced U.S.-based professionals

The company is seeking an experienced professional who can operate at a high level of independence and responsibility and develop into full account ownership within a relatively short period.

Key Responsibilities

1. Project & Account Management

● Own transactions end-to-end following the initial training period.

● Manage multiple active files and stakeholders simultaneously.

● Maintain visibility into all outstanding requirements, deadlines, and next steps.

● Manage the work product of account assistants and resolve issues as they arise.

● Communicate proactively with external listing agents, homeowners, and internal team members.

● Identify what needs attention and move matters forward independently.

● Keep transactions progressing without requiring constant follow-up from management.

● Apply professional persuasion and negotiation when needed to drive action while maintaining strong relationships.

2. Closing Coordination & Stakeholder Management

● Serve as a primary point of contact for:

○ Title firms

○ Attorneys

○ Listing agents

○ Buyer’s agents

○ Homeowners

○ Internal team members

● Explain bank approval letters and contract terms in clear, understandable language.

● Follow up with stakeholders to meet closing deadlines.

● Resolve documentation issues.

● Track outstanding signatures and required paperwork.

● Ensure documents are fully signed, properly labeled, and accurately filed.

● Cross-reference contract terms with HUD or settlement-statement line items.

● Manage digital filing and workflow tracking.

● Maintain professional communication during complex or time-sensitive transactions.

● De-escalate emotional or tense conversations with professionalism and empathy.

3. Contract Auditing, Reverse Underwriting & Compliance

● Audit contracts submitted by buyer’s agents to ensure compliance with Short Sale Cooperative requirements.

● Review buyer submissions for completeness and accuracy.

● Audit supporting financial documents, including:

○ Pay statements

○ Tax returns

○ Bank statements

● Review financial information carefully and identify inconsistencies or missing information.

● Maintain detailed and organized documentation.

● Ensure required paperwork is properly executed and compliant.

● Provide clear B2B communication to agents regarding the organisation’s processes and requirements.

● Follow up on incomplete or incorrect submissions.

● Solve unusual distressed-homeownership scenarios using sound judgment and critical thinking.

● Escalate issues when necessary, but first make a reasonable effort to understand and resolve the situation.

4. HUD & Settlement Statement Review

● Review and balance HUD and settlement statements.

● Confirm that fees are correctly labeled.

● Cross-check settlement figures against:

○ Contracts

○ Approval letters

○ Lender requirements

○ Closing requirements

● Identify discrepancies before closing.

● Communicate corrections clearly to the appropriate stakeholder.

● Maintain a high degree of accuracy when reviewing financial figures.

5. B2B & B2C Communication

● Communicate professionally with experienced real estate professionals and homeowners.

● Explain complex processes in simple, understandable language.

● Write clear, concise, professional emails.

● Handle occasional telephone conversations confidently.

● Maintain composure when speaking with frustrated, emotional, or demanding stakeholders.

● Ask thoughtful questions when information is unclear.

● Listen carefully and identify the actual issue behind a stakeholder’s question or concern.

● Adjust communication style based on the audience.

● Maintain professionalism while still being firm when requirements must be met.

6. Independent Problem-Solving & Critical Thinking

The successful candidate must be able to:

● Analyze information before asking for help.

● Recognize inconsistencies across contracts, financial documents, and transaction

records.

● Identify what information is missing.

● Determine reasonable next steps independently.

● Research unfamiliar questions when appropriate.

● Think through the consequences of a decision.

● Distinguish urgent issues from routine matters.

● Bring potential solutions when escalating a problem.

● Handle unusual or complex transactions without becoming overwhelmed.

● Apply judgment rather than simply following a checklist.

● Learn from previous situations and apply that knowledge to future files.

The company is specifically looking for someone capable of higher-level thinking rather than

task execution alone.

Education & Experience

● Bachelor’s and or Masters degree or equivalent relevant professional experience.

● 5 + years of relevant professional experience in one or more of the following:

○ Real estate

○ Title

○ Mortgage

○ Legal closing

○ Financial services

○ Contract administration

○ Account management

○ Document auditing

○ Underwriting support

● Previous experience working remotely in a professional environment.

● Demonstrated ability to perform effectively in a fast-paced, deadline-driven environment.

● Experience working with detailed document workflows.

● Demonstrated ability to manage multiple files, deadlines, and stakeholders.

● Proven ability to work independently after training.

● Experience in a role requiring judgment rather than simply completing assigned tasks.

● Experience with HUD or settlement statements is strongly preferred.

● Experience auditing pay statements, tax returns, bank statements, or similar financial documents is preferred.

Communication Requirements

Strong communication is one of the most important requirements for this position.

The successful candidate must demonstrate:

● Excellent spoken and written English

● Clear, professional, easily understandable verbal communication

● Ability to communicate confidently with U.S.-based professionals.

● Strong business-email writing skills.

● Ability to explain complicated information simply.

● Ability to handle difficult conversations calmly.

● Strong listening and comprehension skills.

● Confidence asking appropriate questions.

● Ability to communicate professionally without needing scripts for every interaction.

Because this role regularly communicates with experienced real estate professionals, title professionals, attorneys, homeowners, and other stakeholders, candidates must be able to represent themselves confidently and professionally.Critical Thinking & Independence

Requirements

The successful candidate must demonstrate a high level of professional maturity and independent thinking.

They should be able to:

● Work efficiently without constant supervision.

● Prioritize their own workload.

● Recognize what needs to happen next.

● Manage multiple responsibilities without repeated reminders.

● Make sound administrative and operational decisions within their authority.

● Know when an issue can be resolved independently and when leadership needs to be involved.

● Analyze complex situations rather than simply passing questions to someone else.

● Identify patterns, inconsistencies, and potential problems.

● Maintain productivity in a fast-moving remote environment.

Skills & Attributes

The ideal candidate is:

● Highly intelligent and analytical

● A strong critical thinker

● Independent

● Efficient

● Self-directed

● Experienced in remote work

● Comfortable in a fast-paced environment

● Highly organized

● Detail-oriented

● Confident with numbers

● Strong in math

● Comfortable with financial analysis

● Calm under pressure

● Professional

● Empathetic

● Persuasive without being aggressive

● Strong in follow-through

● Comfortable owning complex work

● Able to manage multiple stakeholders

● Tech-savvy

● A fast learner

● Comfortable learning complex software

● Consistent and dependable

● Motivated by responsibility and ownership

Technical Requirements

Candidates must have:

● Reliable computer.

● Reliable smartphone.

● High-speed internet of at least 100 Mbps with unlimited data.

● Strong Windows operating-system proficiency.

● Ability to work confidently across modern software, databases, and digital workflows.

Software familiarity should include:

● Microsoft Office

○ Word

○ Excel

○ Outlook

● Google Workspace

○ Gmail

○ Docs

○ Sheets

○ Calendar

● Adobe Acrobat

● CRM software such as Salesforce or equivalent

● RingCentral or similar phone systems — training can be provided

● Digital document-management systems

● Workflow and task-management systems

Basic familiarity with AI tools is an advantage.

Compensation & Benefits

● Competitive Salary: commensurate with relevant experience, qualifications, demonstrated expertise, interview performance, and the

scope of responsibilities.

● Final Compensation: The final salary will be determined through a consistent assessment of job-related qualifications, demonstrated capability, relevant experience, internal equity, salary expectations, and the approved compensation budget.

● Performance-based salary reviews and raises

● Remote work flexibility

● Opportunity to work with a diverse, dynamic team

What Success Looks Like

Success means becoming a dependable, independent Account Manager who can handle increasingly complex transactions without requiring constant supervision.

When this role is functioning effectively:

● Transactions move forward without repeated management follow-up.

● Important deadlines are not missed.

● Contract and financial-document issues are identified early.

● Listing agents and buyer’s agents receive clear and timely communication.

● Homeowners are treated with professionalism and empathy.

● Closing documentation remains accurate and organized.

● Difficult situations are approached calmly and logically.

● Problems are accompanied by proposed solutions.

● Management can confidently delegate increasingly complex responsibilities.

● The Account Manager understands the transaction well enough to answer sophisticated questions accurately and professionally.

● The Account Manager performs consistently in a remote, fast-paced environment without sacrificing accuracy or communication