Customer Care Specialist

Customer Care Specialist

at Kiavi

Remote

Kiavi, formerly known as LendingHome, is one of the largest lenders to real estate investors in the United States. With Kiavi’s technology platform and innovative financing solutions, real estate investors are empowered to make informed decisions, close deals faster, and realize the full potential of their real estate investment strategies.

Founded in 2013, Kiavi is committed to helping customers revitalize approximately $25 trillion worth of aged U.S. housing stock and provide move-in ready homes and rental housing for millions of Americans across the country. We have funded almost $13 billion dollars worth of loans across about 52,000+ projects, becoming one of the nation’s largest bridge loan lenders.

Combining our technology and industry expertise, Kiavi has grown to a team of over 400 and has won many awards over the years including Forbes Fintech 50, Finovate Awards: Best Digital Mortgage Platform, Fast Company’s Most Innovative Companies, and many more.

• Loans Funded: $12.3+ billion in loans funded
• Homes financed: 52,000+ projects funded for our customers across the country. 95% of projects have successful exits
• Geography: 31 states + D.C. where we lend to real estate investors so they can revitalize neighborhoods
• Employees: Over 400 employees

This position is a contract position and can be based remotely in any of our approved hiring regions. Our hybrid distributed workforce philosophy allows us to find the best talent in the country and build diverse teams, while allowing our colleagues to work from the location that works best for them.

We are not approved to hire in the following regions: Alabama, Alaska, Arkansas, Connecticut, Delaware, Idaho, Indiana, Iowa, Louisiana, Massachusetts, Mississippi, Montana, New Hampshire, New Mexico, North Dakota, Oklahoma, South Dakota, Vermont, Wyoming- As well as: NYC Metro Area, Seattle Metro, Washington DC Metro, Baltimore Metro, Chicago Metro, Houston Metro, Denver Metro, Portland Metro.

The Role

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. The Customer Care Specialist role completes all transactions associated with loan activity, including monthly payments, loan modifications, refinances, and payoffs. The Customer Care Specialist role is also the first point of contact for customers and handles/resolves any incoming inquiries and requests.

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 LendingHome’s system of record
• Process payoff and verification of mortgage

Qualifications

• 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
• Knowledge of TCPA, FDCPA and Mortgage related CFPB guidelines preferred
• Knowledge of Tax, Escrow Analysis, Mortgage Insurance and Hazard Insurance is a plus
• Experience with Salesforce or related platform is a plus

Kiavi takes a market-based approach to pay, and pay may vary depending on your location. The expected pay range for this full-time, fixed-term/contract role to be performed remotely is $21-23/hour + benefits. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries. Within the range, the successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. Your recruiter can share more about the specific base pay range for your preferred location during the hiring process.

Benefits and Perks

• Product Ownership: All employees think like an owner because all new hires are granted stock options. After meeting a service requirement at Kiavi, we offer an extension to exercise options up to 3 years after termination.
• Health Insurance: Our medical, dental, and vision plans are completely free for employee-only coverage, and the company pays 80% of the total premium for dependents.
• Whole-Person Wellness: Anyone can schedule no-cost unlimited virtual therapy sessions, use a monthly subsidy for fitness facilities, and access reimbursements for fertility services.
• Carrot: The leading global fertility benefits provider, built to support employees through their lifelong fertility healthcare journey.
• Retirement Savings. Employees who participate in our no fee 401(k) receive an immediately-vested employer match on 100% of contributions up to 3% of compensation.
• Career Growth: We foster an environment that encourages opportunities to use your voice, do better for our customers and each other, and support your career journey.
• Flexible Time Off: With no cap on the number of days of PTO each year, employees are encouraged to enjoy a well-rounded lifestyle with work, travel, and family.
• Paid Leaves: You’re immediately eligible for up to 12 weeks of paid leave each year to bond with a new child (mothers & fathers) and up to 8 weeks for medical or caregiver leave so you come back ready to deliver high-impact results.
• Remote-First: We win together while still being fully remote, and each employee receives a stipend for their home office setup and a monthly allowance to help with the cost of internet/phone.