[Hiring] Borrower Advocate @Kiavi

Role Description

The Kiavi Servicing Team is the primary point of contact for our customers after a loan is approved. Our goal is to provide the best mortgage experience for our customers and keep them coming back.

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. You will interpret the status of a loan and mitigate the risk of it becoming delinquent by proactively reaching out to our customers.

Key Responsibilities

• Relationship Management: Proactively communicate with a pipeline of borrowers, ensuring they have a clear understanding of their loan terms, servicing processes, and post-closing responsibilities.
• Project Support: Monitor project progress from the borrower's perspective and provide support for challenges like project delays or budget overruns.
• Issue Resolution: 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.
• Payment & Account Assistance: Help borrowers understand their statements, payment schedules, and online portal access. Address questions related to interest accrual, principal reduction, and payoff statements.
• Default Prevention: 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.
• Internal Collaboration: 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.
• Communication & Education: 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.
• Documentation: Accurately document all customer interactions in the system of record.

Qualifications

• 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 preferred
• Project management experience preferred
• Experience with Excel or spreadsheet equivalent knowledge, Microsoft Office
• Knowledge of Tax, Escrow Analysis, Mortgage Insurance and Hazard Insurance preferred

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.
• 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.