Customer Care Specialist

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

📋 Description

• Address incoming customer inquiries and requests related to mortgage loans.

• Contact borrowers to resolve issues concerning payments and payment accounts.

• Collaborate with servicing teams to identify borrowers at risk of default and determine the optimal approach.

• Record all customer interactions in Kiavi’s system of record.

• Manage payoff processing and verification of mortgages.

• Execute transactions related to monthly payments, loan modifications, refinancing, and payoffs.

• Act as the initial point of contact for customers and address incoming inquiries and requests.

⛳️ Requirements

• Bachelor's Degree.

• Capability to foster relationships and collaborate effectively within a team environment.

• Ability to comprehend customer issues and take ownership until resolution.

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

• Familiarity with TCPA, FDCPA, and mortgage-related CFPB guidelines is preferred.

• Knowledge of tax, escrow analysis, mortgage insurance, and hazard insurance is advantageous.

• Experience with Salesforce or a similar platform is a plus.

• Completion of secure identity verification using biometric and device validation.

• Employment eligibility verification for all new hires via E-Verify.

🏝️ Benefits

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

• Health Savings Account (HSA) with annual employer contributions 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 stipend of $85 for internet and phone expenses for remote workers.

• Flexible Time Off without strict limits, subject to 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 match of 100% of contributions up to 3% of compensation or $8,000, whichever is lower.

• Immediate vesting of employer contributions.

• Competitive benefits and perks.