Customer Care Specialist

Summary

Join Kiavi, a leading private lender for residential real estate investors, as a Customer Care Specialist! This 6-month contract role is fully remote and offers a competitive salary ($42,000-$59,000) plus bonus and benefits. You will be the primary point of contact for customers after loan approval, handling inquiries, resolving payment issues, and processing loan transactions. The ideal candidate possesses a Bachelor’s degree, strong customer service skills, and experience with Microsoft Office. Knowledge of mortgage-related guidelines and Salesforce is a plus. Kiavi provides excellent benefits, including comprehensive health insurance, a generous 401k match, flexible time off, and a remote work stipend.

Requirements

• Bachelor’s 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

• Resolves 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 Kiavi’s 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
• 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