Agent Operations Specialist - Hong Kong (hybrid From Hong Kong)

Agent Operations Specialist

This role is hybrid work from home/onsite in Hong Kong. To be considered, candidates should be based in Hong Kong and have the rights to work locally.

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 Operations Specialist is essential in ensuring efficient onboarding, seamless listing management, and robust auditing processes. Serving as the primary contact for new agents, they facilitate a smooth integration into eXp's systems while maintaining the accuracy and quality of agent listings across all platforms. Additionally, they oversee lead distribution to agents and audit transactions to ensure transparency and optimal performance.

Agent Onboarding Support:

• Monitor and follow up on applicants from the join app to ensure timely processing.
• Schedule and manage the first interview with potential agents, ensuring they are well-prepared.
• Assist new agents through the contract signing process and ensure the first payment is completed accurately.
• Maintain agent data, licensing, and profile information in the master roster with accuracy and timeliness.
• Guide agents in learning how to use eXp tools, providing resources and troubleshooting as needed.
• Ensure agents consistently utilize their tools effectively.
• Provide support for agents in adopting and using new tools.
• Assist agents in regaining access to tools if any issues arise.
• Ensure agents complete the Learning Paths within their first 90 days by providing reminders and support throughout the process.

Business Growth & Agent Support:

• Execute strategic initiatives to attract, retain, and scale business with new agents, teams, and brokerages.
• Respond promptly to agent inquiries through email, chat, phone, and other communication channels.
• Develop and nurture relationships with brokers, agents, and industry influencers to identify new growth opportunities.
• Address and resolve issues related to systems, processes, or services provided to agents, escalating complex cases as needed.
• Manage administrative tasks, including data updates, licensing status, and CRM activity tracking from lead generation to deal closure.
• Conduct training sessions on contracts, risk management, licensing, and compliance with real estate laws.
• Monitor market trends and provide updates to senior management on strategic initiatives and growth opportunities.
• Identify opportunities to enhance support processes, propose innovative solutions, and support special projects like tool launches or process updates.

Continuous Improvement:

• Develop and refine methods for auditing listings and transactions to maintain transparency and accountability across agent activities.
• Regularly collect feedback from agents on onboarding and listing processes to suggest improvements to the operations team.

How you will grab our attention:

Strong communication and organizational skills. Spoken and written proficiency in both Chinese (Cantonese) and English is required.

Familiarity with real estate tools and technology (e.g., eXp tools, MLS systems).

Ability to analyze data and processes for continuous improvement.

Proficiency in managing digital records and following compliance guidelines.

Problem-solving mindset, especially when handling listing issues or onboarding challenges.

The total base pay for this position starts at HK$25,000 per month to HK$35,000 per month, and is dependent upon many factors such as location, experience, skills, and training.

eXp Realty and its affiliated companies are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability or any other characteristic protected by law.