Servicing Operations Coordinator II

This is a fully remote position, open to applicants in Alabama, +30 more states.

📋 Description

• Address homeowner inquiries concerning Home Equity Investments through phone, email, and internal servicing channels.

• Manage intricate and escalated servicing requests, such as payoff inquiries, appraisal evaluations, title-related queries, sales transaction coordination, and servicing disputes.

• Initiate outbound communications with homeowners, real estate agents, escrow/title companies, insurance providers, and local government offices.

• Review and process HEI-related servicing documentation, which includes valuation reports, sales contracts, payoff requests, insurance documents, authorization forms, and other pertinent records.

• Examine sales contracts, appraisals, title information, and accompanying documentation for accuracy, completeness, and servicing risk assessment.

• Assist in payoff and property sale workflows while adhering to servicing timelines and operational requirements.

• Provide support to homeowners encountering financial or operational difficulties.

• Investigate and resolve servicing exceptions, discrepancies, and operational issues with minimal oversight.

• Identify opportunities for process improvement and offer feedback on workflows, tools, and operational efficiencies.

• Utilize proprietary servicing systems and operational tools to ensure accurate record-keeping and documentation.

⛳️ Requirements

• Strong sense of ownership and accountability.

• Capability to work autonomously, solve problems, and effectively utilize available resources.

• Exceptional communication skills.

• Confidence in supporting homeowners via phone and email during routine and escalated circumstances.

• Customer-centric, solutions-focused mindset.

• Ability to balance operational efficiency with empathy and a positive homeowner experience.

• Comfort in navigating ambiguity and complex servicing scenarios within a fast-paced, dynamic environment.

• Proficient in collaborating effectively across teams.

• Proactive in identifying knowledge gaps, training needs, and workflow enhancements.

• High school diploma or equivalent required.

• Preferred strong understanding of mortgage servicing operations and homeowner servicing processes.

• Familiarity with mortgage servicing regulations and consumer protection laws, including RESPA, TILA, FDCPA, HPA, the SAFE Act, and UDAAP is a plus.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance plans.

• Flexible spending accounts (FSA) and health savings accounts (HSA).

• Unlimited paid time off.

• 10 company holidays.

• Fully remote work options available.

• Fully paid parental leave.

• Paid transition period following parental leave.

• Meaningful equity opportunities.

• 401K retirement savings plans.

• Guaranteed life insurance coverage.

• Short- and long-term disability insurance.

• Monthly stipends for internet and mobile plans.

• Wellness benefits.

• One-time reimbursement for home office setup.

• Company-provided MacBook and monitor.