[Hiring] Mortgage Loan Specialist @Extend Your Team

Role Description

We’re looking for detail-oriented, driven, and empathetic customer experience managers who want to work with intelligent, motivated, intense, and interesting people to provide people who are applying and people who have received the Aven card with an extraordinary experience.

• Responding to customer queries in a timely & effective manner via ZenDesk or other customer support tools
• Documenting & logging issues (as well as customer compliments & complaints)
• Working with customers to help them go through our application flow when required
• Tracking customer experiences across online & offline channels using logs, dashboards, and CRM systems

Qualifications

• 2+ years of direct experience within a US-based consumer lending or mortgage operations ecosystem, specifically executing back-end loan processing or underwriting tasks.
• Proven expertise in evaluating multi-layered asset and income profiles (e.g., W-2, paystubs, self-employed documentation, etc.) to accurately determine qualifying income for automated credit guidelines (i.e., Debt-to-Income (DTI) calculation).
• Strong practical knowledge of BSA/AML guidelines, CIP/KYC Standards, and OFAC regulatory checks; hands-on experience performing backend compliance reviews, including clearing identity discrepancies, PEP matches, name mismatches, etc.
• Solid operational understanding of the Flood Disaster Protection Act (FDPA), including the ability to review Standard Flood Hazard Determination Forms (SFHDF), interpret FEMA flood maps.
• Experience in customer-facing roles within financial accounts, demonstrating the ability to assist users/borrowers through complex back-end applications while maintaining absolute precision with sensitive customer financial records.
• Proficient in navigating digital workspace ecosystems, including customer communication hubs (ZenDesk), enterprise task management platforms (Asana), Google Workspace, and internal CRM architectures.
• Uncompromising attention to detail and organizational hygiene. Because we are a highly regulated financial services company, absolute data accuracy and a drive for "zero drift" are mandatory.
• Superb English communication skills (written and verbal), featuring exceptional clarity, fast execution speed, and professional diction.
• Bachelor’s degree or equivalent, verified professional experience in financial services, banking operations, or operational risk management.
• Absolute flexibility to work standard US Pacific Time (PST/PDT) hours: 9:00 AM to 6:00 PM (including a 1-hour midday break).

Benefits

• Monthly salary rate of Php75,000 to Php90,000
• HMO provided after 30 days
• Internet Allowance
• Devices and Equipment provided