Borrower Advocate

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary point of contact for borrowers throughout the entire lifecycle of their projects.

• Proactively engage with borrowers regarding loan terms, servicing procedures, and responsibilities after closing.

• Oversee project progression and assist with issues such as delays or budget overruns.

• Investigate and resolve inquiries and disputes post-closing related to servicing, payments, and loan modifications.

• Serve as an internal advocate for borrowers and escalate complex cases to management as needed.

• Clarify statements, payment schedules, online portal access, interest accrual, principal reduction, and payoff statements.

• Reach out to at-risk borrowers to avert loan defaults.

• Collaborate with servicing, compliance, servicing operations, special servicing, payment operations, and construction teams.

• Provide insights on borrower challenges and represent their perspective during internal meetings.

• Communicate updates on loan status, draw disbursements, and payment reminders.

• Educate borrowers on best practices for post-funding project management and create resources such as FAQs.

• Meticulously document all interactions with customers in the system of record.

⛳️ Requirements

• Bachelor’s degree.

• At least 1 year of experience in mortgage-related collections, customer service, or sales.

• Ability to clearly articulate the lifecycle of a mortgage from inception to conclusion and comprehend the processing steps involved.

• Skill in building relationships and working collaboratively in a team setting.

• Capacity to understand customer issues and take ownership until resolution is achieved.

• Extensive knowledge of real estate transaction methods.

• Proficient in Excel or equivalent spreadsheet software and Microsoft Office.

• Leadership or team lead experience is preferred.

• Project management experience is preferred.

• Familiarity with Tax, Escrow Analysis, Mortgage Insurance, and Hazard Insurance is preferred.

🏝️ Benefits

• $6,000 variable bonus.

• Medical, Dental, and Vision Insurance: free employee-only coverage with significantly discounted premiums for dependents.

• Health Savings Account (HSA): annual employer contribution of $1,000 for individual coverage and $2,000 for dependents.

• Short-term and long-term disability insurance.

• Group life and AD&D insurance with coverage equal to 1x annual salary.

• Remote work policy.

• One-time office setup reimbursement of up to $500 for remote employees.

• Monthly $85 stipend for internet and phone expenses for remote employees.

• Commuter benefits contributions for in-office employees.

• Flexible Time Off with no strict limits, pending manager approval.

• Up to 8 weeks of paid medical or caregiver leave.

• 12 weeks of paid maternity/paternity leave.

• Short-term disability leave for birthing mothers.

• 401(k) plan managed by Fidelity.

• Company matches 100% of contributions up to 3% of compensation or $8,000, whichever is less.

• Immediate vesting of all employer contributions.

• Occasional in-person gatherings for important meetings, training, and team building.