[Remote] Borrower Advocate

Note: The job is a remote job and is open to candidates in USA. Kiavi is one of the nation’s largest private lenders to residential real estate investors. As a Borrower Advocate, you will be the dedicated point of contact for borrowers, ensuring a seamless and positive experience throughout their project's lifecycle.

Responsibilities

• Proactively communicate with a pipeline of borrowers, ensuring they have a clear understanding of their loan terms, servicing processes, and post-closing responsibilities
• Monitor project progress from the borrower's perspective and provide support for challenges like project delays or budget overruns
• Investigate and resolve all post-closing borrower inquiries and disputes related to servicing, payments, and loan modifications. Advocate for the borrower's needs internally, escalating complex issues to management as needed
• Help borrowers understand their statements, payment schedules, and online portal access. Address questions related to interest accrual, principal reduction, and payoff statements
• Proactively reach out to at-risk borrowers to prevent loans from defaulting. Collaborate with servicing and compliance teams to develop and implement default prevention strategies
• Work closely with cross-functional teams (e.g., servicing operations, special servicing, payment operations, construction) to ensure a cohesive borrower experience. Provide feedback on common borrower challenges to improve processes and represent the borrower's perspective in internal meetings
• Provide clear and concise communication regarding loan status, draw disbursements, and payment reminders. Educate borrowers on best practices for managing their projects post-funding and develop helpful resources like FAQs
• Accurately document all customer interactions in the system of record

Skills

• Bachelor's degree
• Minimum 1 year of mortgage-related collection, customer service, or sales experience
• Clearly communicate the life-cycle of a mortgage from start to finish and have knowledge of the processing steps involved
• Build relationships and work closely in a team environment
• Ability to understand customer issues and own any issue through resolution
• Possess broad knowledge of real estate transaction methods
• Leadership/team-lead experience
• Project management experience
• Experience with Excel or spreadsheet equivalent knowledge, Microsoft Office
• Knowledge of Tax, Escrow Analysis, Mortgage Insurance and Hazard Insurance

Benefits

• Medical, Dental, and Vision Insurance: Kiavi offers free employee-only coverage for medical, dental, and vision plans. Dependents receive a heavily discounted premium, competitively placed in the 90th percentile for cost.
• Health Savings Account (HSA): For those enrolled in a High Deductible Health Plan (HDHP), Kiavi provides an annual employer contribution to HSAs: $1,000 for individual coverage and $2,000 for dependents.
• Disability and Life Insurance: Immediate access to short-term and long-term disability insurance, as well as group life and AD&D insurance, with coverage at 1x annual salary.
• Remote Work Policy: Kiavi supports working remotely for day to day activities for most roles and occasionally may ask employees to gather in person for key meetings, training, team building etc. For remote workers, Kiavi offers a one-time office setup reimbursement of up to $500 and a monthly $85 stipend for internet and phone expenses. For in-office workers, Kiavi offers employer contributions to commuter benefits account, either for parking or public transportation.
• Flexible Time Off: Employees are empowered to manage their own time off, with no strict limits, as long as it's approved by their manager.
• Paid Leaves: Up to 8 weeks of paid leave for medical or caregiver purposes, and 12 weeks of paid maternity/paternity leave. Short-term disability leave is also available for birthing mothers.
• 401(k) & Company Match: A 401(k) plan managed by Fidelity, with Kiavi matching 100% of contributions up to 3% of compensation or $8,000 (whichever is less). All employer contributions are immediately vested.

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