Customer Care Specialist
Kiavi
๐ต $42k-$59k
๐Remote - Worldwide
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Job highlights
Summary
Join Kiavi's Servicing Team as a Customer Care Specialist and become the primary point of contact for our customers after loan approval. You will provide exceptional mortgage experiences, handling all loan activity transactions, including payments, modifications, and payoffs. This role involves resolving customer inquiries, identifying at-risk borrowers, and collaborating with other teams. The position offers a competitive salary, comprehensive benefits, and the flexibility of remote work. Kiavi is a leading private lender committed to revitalizing U.S. housing and offers a supportive and collaborative work environment. We are a growing company with over 400 employees and a strong commitment to our customers and employees.
Requirements
- Bachelorโs Degree
- Build relationships and work closely in a team environment
- Ability to understand customer issues and own any issue through resolution
- Knowledge of Excel or spreadsheet equivalent experience, Microsoft Office
Responsibilities
- Resolve incoming customer-inquiries and requests related to mortgage loans
- Reach out to borrowers to resolve any issues with payments and payment accounts
- Work with other servicing teams to identify borrowers who are at risk of default and determine best approach
- Document all customer interaction in Kiaviโs system of record
- Process payoff and verification of mortgage
- Assist in processing proof of insurance requests from borrowers and agents
- Assist other teams in Post Closing to update borrower bank account information
- Work with other teams to update loans taking advantage of pilot programs
Preferred Qualifications
- Knowledge of TCPA, FDCPA and Mortgage related CFPB guidelines
- Knowledge of Tax, Escrow Analysis, Mortgage Insurance and Hazard Insurance
- Experience with Salesforce or related platform
- Spanish speaker
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: $500 for individual coverage and $1,000 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, trainings, 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 $6,000 (whichever is less). All employer contributions are immediately vested
- Product Ownership: All employees think like an owner because all employees play a critical role in making our business great. Many roles are eligible for stock option grants
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