Job Description:
Remote customer service job with Kiavi, a real estate investor lender, as the main contact for borrowers after their loans close. Needs a bachelor's degree and 1 year of mortgage-related collections, customer service, or sales experience. Pay $45,000 to $68,000 a year plus a $6,000 bonus.
About the Role
Kiavi's Servicing Team is the main point of contact for customers after a loan is approved. As a Borrower Advocate you will be the dedicated contact for a group of borrowers, build trust-based relationships, explain where their loans stand, help keep loans from defaulting, and make sure each project goes smoothly from funding to payoff.
What You Will Do
- Communicate proactively with your borrowers about loan terms, servicing processes, and post-closing responsibilities
- Investigate and resolve borrower questions and disputes about servicing, payments, and loan modifications
- Help borrowers understand statements, payment schedules, portal access, interest, and payoff statements
- Reach out to at-risk borrowers to help prevent defaults
- Work with servicing operations, payments, construction, and compliance teams
- Document every customer interaction accurately
What You Need
- Bachelor's degree
- At least 1 year of mortgage-related collections, customer service, or sales experience
- Ability to explain the life cycle of a mortgage from start to finish
- Ability to understand customer issues and own them through resolution
- Broad knowledge of real estate transactions
- Excel (or similar) and Microsoft Office skills
- Preferred: team-lead or project management experience and knowledge of tax, escrow analysis, and mortgage and hazard insurance
Location & Pay
Remote (United States); Kiavi may occasionally ask employees to gather in person for key meetings or training. Full time. Expected base pay $45,000 to $68,000 a year depending on location, plus a $6,000 variable bonus and benefits.